Publicis Sapient launches Sapient Sustain to transform IT operations with agentic AI

Publicis Sapient launches Sustain to transform IT operations with AI-enabled support

Publicis Sapient launches Sustain to transform IT operations with AI-enabled support Publicis Sapient, the digital transformation consultancy arm of Publicis Groupe SA, today announced the launch of Sapient Sustain to improve the reliability of information technology operations and managed services using agentic artificial intelligence. As more enterprise companies modernize by scaling AI, IT teams and environments find themselves in a turf war against legacy systems that are separated by time, data, distribution and integration. Traditional interoffice automation often involves manual work where employees copy and paste information, enter data into worksheets, email back and forth, or break connectivity between different platforms. This lack of symmetry leads to a tangled web of communication between different departments, a lack of visibility within the same organization and inconsistent employee and customer experiences. "Enterprises are under increasing pressure to improve reliability, reduce costs and operate at greater speed," said Chief Executive Nigel Vaz. "Sapient Sustain introduces a new model for IT operations: one where AI agents and human expertise work together to anticipate issues and resolve them before they impact the business." The agentic AI transformation process is currently underway in the enterprise. According to a report released by Forrester Research Inc. this month, three-quarters of enterprise leaders are adopting this new technology - that's the shape of adoption - but only a small minority have taken it into production. That gap between "chase and catch" is being shaped by this distributed system, governance and sprawl problem. A report from IBM Corp. noted that 80% of respondents reported CEO-driven AI transformation mandates, but only 11% believe they're fully prepared to implement at scale. Thought leadership around agentic AI adoption shows the push and the willingness, but the readiness is lagging. Sitting at the crossroads with the right tool Sapient said Sustain is built to prepare enterprise businesses for this era by supporting critical application needs, sustainability and reliability of core IT systems. To do this, the company built an enterprise context graph to connect the entire enterprise domain, including tickets, logs and systems. This builds atop a consolidated knowledge base that helps end users, businesses and engineers with their everyday work. The platform is built with self-healing workflows and proactive, autonomous capabilities to address recurring issues. For those problems that nobody sees coming, Sustain uses predictive models to catch issues early, intervening with suggested edits or changes before errors cause business impact. Sapient said it combines these features with fully customizable AI agents to understand business operations and operate across multiple clouds. To provide proof-positive of this work, the company revealed Nissan Motor Co. Ltd. as a customer using multi-agent orchestration to streamline incident triage processes and reduce handoffs and increase resolution and sanctification. "Nissan's transformation is not just about introducing new technologies, but about fundamentally changing how we can reduce the operational burden on our teams," said Shizuka Hirakawa, chief digital and information officer at Nissan. Using Sustain, Nissan saw a 40% reduction in operational costs, over 62% same-day issue resolution rates (an improvement of 72% over previous rates) and an 80% shift from reactive to proactive operations, all while maintaining a 99.99% platform uptime.

Publicis Sapient Launches 'Sapient Sustain' for AI-Driven IT Operations

Sapient Sustain enables enterprises to create better customer experiences while reducing IT operational debt with agentic AI As enterprises scale AI, IT environments are becoming more fragmented, distributed and harder to manage. Traditional automation lacks the context and coordination to operate effectively at scale, leading to slower resolution times, rising operational debt and inconsistent experiences. To address these challenges, Publicis Sapient, a technology company that provides enterprise AI platforms and services, today announced the launch of Sapient Sustain for AI-enabled autonomous IT operations and managed services. Designed for both legacy and modern IT ecosystems, Sapient Sustain uses agentic AI to detect issues early, resolve incidents autonomously, and prevent recurring failures. Publicis Sapient's people plus products approach helps businesses improve reliability and reduce IT operational costs by up to 45%, while delivering up to 8x improvement in mean time to resolution (MTTR) or same day resolution. "Enterprises are under increasing pressure to improve reliability, reduce costs, and operate at greater speed," said Nigel Vaz, CEO of Publicis Sapient. "Sapient Sustain introduces a new model for IT operations: one where AI agents and human expertise work together to anticipate issues and resolve them before they impact the business. This is a shift from reactive support to intelligent, self-healing operations." "With Sapient Sustain, we are enabling enterprises to rethink how their operations are run, more efficient, more resilient, and less dependent on manual intervention. This is especially significant for Global Capability Centers in India, which are increasingly becoming the engines of global operations, delivering not just scale, but measurable business impact," added Sanjay Menon, EVP and MD India, Publicis Sapient. From Reactive IT To Autonomous Operations Sapient Sustain integrates AI-driven workflows across the IT issue lifecycle, enabling enterprises to move from reactive support to predictive operations that continuously improve through learning and automation. The platform supports a progressive evolution from traditional L1, L2, L3 operating models to agent-orchestrated operations, where AI augments human decision-making and enables autonomy within defined guardrails. By reducing manual tasks and accelerating resolution, this approach lowers operational debt, improves system resilience, and drives more efficient, scalable operations. A Foundation for Context-Aware AI-Driven IT Operations Sapient Sustain is built on four foundational capabilities: * An enterprise context graph that correlates and connects signals across tickets, logs, and systems, deriving insights from various sources across the IT ecosystem * Self-healing workflows built on top of a service map that enable proactive and autonomous resolution of recurring issues * A consolidated knowledge base that helps end users, businesses, and engineers act faster through AI companions * Predictive models built to surface problems early, enabling intervention before issues impact the business These capabilities, combined with pre-built and customizable AI agents, enable Sapient Sustain to operate with a deep understanding of how the business functions while remaining flexible across multi-cloud environments. Early Customer Momentum: Nissan And Joe & The Juice At Nissan, Publicis Sapient is supporting business-critical application maintenance services to ensure the stability and reliability of core IT systems that underpin customer-facing operations. AI-driven capabilities have been deployed leveraging Sapient Sustain to proactively identify and remediate high-impact issues, helping protect revenue and prevent service disruption. "Nissan's transformation is not just about introducing new technologies, but about fundamentally changing how we can reduce the operational burden on our teams." said Shizuka Hirakawa, CE/CDIO Nissan Motor Corporation. "With initiatives like Sapient Sustain, we are beginning to industrialize efficiency through AI by embedding intelligence into our operations to reduce complexity, improve performance, and scale more effectively. The AI platform's ability to proactively detect issues and automate resolution has helped us move faster while maintaining high levels of reliability across our environment." Through multi-agent orchestration, incident triage processes have been streamlined, reducing handoffs and enabling faster, parallel resolution workflows. In addition, AI augmentation across support layers has improved operational efficiency, reducing mean time to detect (MTTD) and mean time to resolve (MTTR) while enhancing overall system performance and customer experience. This shift to predictive, AI-enabled operations has delivered measurable impact, including a 40% reduction in operational costs, a 62%+ same-day issue resolution rate (an improvement of 72%), an 80% shift from reactive to proactive operations, and 99.99% platform uptime maintained. Publicis Sapient is also partnering with Joe & The Juice, a global chain of healthy juice & food and coffee shops, to support the next phase of its digital and operational growth. "We were looking for a partner that could not only run our operations effectively, but also help us evolve them over time," said Joe & The Juice CTO Nicolai Schnack. "With Publicis Sapient and its Sapient Sustain platform, we're introducing a more intelligent, AI-driven approach that will allow us to improve performance, reduce complexity and scale with confidence." By leveraging Sapient Sustain and embedding AI across IT operations, including predictive incident management and automated root cause analysis, Joe & The Juice is transitioning to a more proactive, continuously improving model. The engagement is expected to reduce costs, improve stability and create a scalable foundation for future growth.