打造明天：领导者对技术的看法

Leaders’ perspectives on technology CHRISTINE SARROSSenior Vice President Oracle 3Capgemini Research Institute SCALING AI THROUGHMEASURABLEBUSINESS OUTCOMES Currently, Christine heads up initiatives to find AIsolutions for enterprise search and support, andcompanion assistants for secure dev and ops functions.She is an active member of the Oracle Women’s Christine Sarros is Senior Vice President of OracleCloud Infrastructure's Enterprise Engineeringorganization, which is tasked with deliveringcutting-edge cloud and IT services to all Oracleemployees worldwide. Christine has 25 years of New technologies are coming through allthe time. How do you separate real value Christine Sarros:Any new technology canbe oversold, and AI is no different. I startwith developing clear, desired businessoutcomes. If you think about engineeringand automation since the IndustrialRevolution, the goal has been to baselineend-to-end processes and align them with Christine SarrosSenior Vice President From there, I identify high-impact use casesand prioritize those with high volume andclear ROI that drive customer success.Value can be efficiency, simplification, or Next, I confirm where the data resides, howwe can access and distribute it, and howprocess and technology components willcome together to produce the outcome. Any newtechnology can beoversold, and AI is This approach lets me see how much of thework already exists in our processes andhow much needs to be introduced. It alsoclarifies which technologies to combine, Scaling technology across a large organization is a demanding task. How Christine Sarros:We build for scale and flexibility. In our data center options,we consider data residency and offer both commercial and sovereignplatforms. Customers can also retain data on-premise. Internally, I plan with minimum and maximumthresholds. My guidingprinciple is to assume thateverything we build may need We build for whether a service is Tier-0 or something lighter, like a bi-weekly reportingservice. I set the investment level according to the nature of the service. Running on cloud lets you scale up and down quickly, so you do not haveto reinvent the wheel. You can plug and play many Oracle services. If someapplications or business data sit on Microsoft Azure or Google Cloud Platform, AI IN ACTION: How are you using AI in operations inside Oracle? Christine Sarros:We started with lower-complexity use cases. An example isour AI Service Desk, where an intelligent chatbot is integrated into our directmessaging system, enabling employees to use if they have an issue, such asbeing unable to connect or a laptop freezing. We have achieved 48% ticket What is most exciting is the reasoning capability of generative AI [Gen AI].We use outcome data to identify systemic failures. AI recommends what toprioritize and suggests potential root-cause fixes, so it is not just deflecting Executive Conversations tickets but seeking to avoid or resolve the issue permanently. This improvesprocess efficiency over time and lets engineering teams focus more oninnovation instead of heavy manual analysis or basic root-cause corrective The goal is to be proactive. If weproactively recognize patterns inthe data, we can preempt impacton the customer. AI surfacesthose patterns from an analytics Our AI service deskachieved 48% ticket Where do you see the strongest business value from AI? Christine Sarros:We see clear value in our SaaS [software-as-a-service] Fusion •Supply chain:In Oracle Fusion Cloud SCM, AI features help predict demandby combining internal and external signals, historical patterns, real-timemarket changes, and simulations. We have reduced some supply-chain •Finance:In Oracle Fusion Cloud ERP [enterprise resource planning], weclose our books and release earnings in under 10 days, nearly 60% faster •HR:We have shortened onboarding, so new hires are productive from dayone. From offer to full system access now takes about 24 hours. These outcomes come from orchestrating systems with AI that drives call-to-action activities. The reasoning element of the automation identifies what "In Oracle Fusion CloudERP [enterprise resourceplanning], we close ourbooks and release earnings With so many AI use cases competing for attention, how do you decide Christine Sarros:I always start with step one: define the measurable businessoutcome. Some capabilities are interesting, like AI-generated meeting notesor email drafts, but they are more valuable when connected to real workflows.For example, linking the inbox to relevant documents, automatically updating Then, I match the complexity to the goal. If a process is mature, low-complexity improvements can move quickly. If the goal is to do somethingnew, we talk through the data and systems involved, and we build iterativelytoward that goal. It does not have to be a “Big Bang.” You might begin with This is basic Agile: act now in small measures, iterate, and show incrementalvalu