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

Publicis Corp., a global enterprise AI platform and services company, 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.

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