Publicis Sapient has launched Sapient Sustain, an AI-enabled platform for autonomous IT operations and managed services aimed at enterprises managing increasingly complex IT environments.
The product is designed to move IT teams away from reactive support models by using AI agents alongside human staff to detect, diagnose and resolve technology issues before they affect operations. Early use has shown up to a 45% reduction in IT operational costs and up to an eightfold improvement in mean time to resolution, including same-day resolution, according to Publicis Sapient.
As businesses add AI tools, cloud services and software platforms while maintaining older systems, they are creating harder-to-manage technology patchworks. That has increased the burden on IT departments, which often spend significant time handling repetitive incidents across multiple systems instead of addressing underlying causes.
Sapient Sustain is built for both legacy and modern IT estates. Publicis Sapient said the platform uses what it describes as agentic AI to identify issues early, resolve some incidents autonomously and prevent recurring failures.
How it works
The platform centres on four elements: an enterprise context graph that connects information from tickets, logs and systems; self-healing workflows linked to a service map; a consolidated knowledge base for users and engineers; and predictive models intended to surface problems before they affect the business.
Publicis Sapient said these components give AI agents a clearer view of the wider IT environment. The system is designed to work across multi-cloud environments and support a gradual shift away from traditional L1, L2 and L3 support structures toward more agent-orchestrated operations.
Nigel Vaz, Chief Executive Officer of Publicis Sapient, framed the launch as part of a broader change in how companies run technology operations.
"Enterprises are under increasing pressure to improve reliability, reduce costs, and operate at greater speed," said Nigel Vaz, Chief Executive Officer 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."
The platform is intended to reduce manual work, improve system resilience and make IT operations easier to scale. Publicis Sapient is also positioning the service as part of a broader enterprise push to use AI not only in customer-facing applications, but also in internal technology and support functions.
Australian focus
Angela Robinson, Country Managing Director of Publicis Sapient Australia, said fragmented IT systems are a recurring concern among senior technology leaders in the local market.
"When I speak with Australian CIOs, the same frustration comes up. Their teams are stuck firefighting repetitive incidents across a patchwork of legacy and modern systems, and every new platform adds complexity. Sapient Sustain is built to break that cycle," said Angela Robinson, Country Managing Director of Publicis Sapient Australia.
"At the core of Sapient Sustain is an enterprise context graph that connects signals across tickets, logs and systems, so teams can see issues earlier and understand them in context. Self-healing workflows autonomously resolve recurring problems, while predictive models flag risks before they reach the business. We've seen clients reduce IT operational costs by up to 45% and achieve same-day resolution on issues that previously took days to resolve."
The launch comes as consulting firms, software vendors and IT service providers compete to define how AI will reshape corporate support operations. Much of that contest now centres on whether large organisations can move beyond basic automation and deploy systems that can interpret events across several tools and take action without full human intervention.
Customer example
Publicis Sapient cited Joe & The Juice as an early customer. The global food, juice and coffee chain is using the platform as part of what the company described as 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 Nicolai Schnack, Chief Technology Officer of Joe & The Juice.
"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."
Publicis Sapient said its work with Joe & The Juice includes predictive incident management and automated root cause analysis. The retailer is moving toward a more proactive operating model intended to improve stability and reduce cost, according to the company.
Sapient Sustain sits alongside the company's other AI products, including Sapient Slingshot for software development and modernisation, and Sapient Bodhi for designing and orchestrating AI agents and workflows. Publicis Sapient, part of Publicis Groupe, says it has 20,000 employees across 28 countries.