Exploring the role of Artificial Intelligence in enhancing customer insight and feature prioritization in SaaS product management
Tariq, Muhammad Aman (2025)
Diplomityö
2025
School of Engineering Science, Tietotekniikka
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe20251230125594
https://urn.fi/URN:NBN:fi-fe20251230125594
Tiivistelmä
This thesis explores the use of AI in decision-making, in the management of SaaS products. The emphasis lies on the insights and knowledge of how far AI can assist in improving the accuracy and efficiency of feature prioritization, and in enhancing deeper, data-driven customer insights that eventually lead to customer satisfaction and business growth.
The study uses qualitative methods for data collection. The qualitative data obtained from the analysis of interviews with product managers from SaaS companies validated that AI is necessary to customize the customer experience and make strategic decisions in product development. Nonetheless, the research also identifies certain critical ethical issues, in particular, data privacy, algorithmic fairness, and transparency. The same issues were observed in the interview participants' responses, where they emphasized the necessity of ethical SECs and conscientious data management practices and scalability issues were also cited as operational challenges, particularly for smaller SaaS companies.
The study uses qualitative methods for data collection. The qualitative data obtained from the analysis of interviews with product managers from SaaS companies validated that AI is necessary to customize the customer experience and make strategic decisions in product development. Nonetheless, the research also identifies certain critical ethical issues, in particular, data privacy, algorithmic fairness, and transparency. The same issues were observed in the interview participants' responses, where they emphasized the necessity of ethical SECs and conscientious data management practices and scalability issues were also cited as operational challenges, particularly for smaller SaaS companies.