Publicis Sapient launches Sapient Sustain for autonomous AI-driven IT operations
Publicis Sapient has launched Sapient Sustain, a new AI-powered offering that enables autonomous IT operations and managed services.
Designed for both legacy and modern IT environments, Sapient Sustain uses agentic AI to improve IT operations by detecting issues early, resolving incidents autonomously, and preventing recurring failures. AI agents are embedded throughout the IT issue lifecycle, enabling enterprises to shift from reactive support to predictive operations that continuously improve through learning and automation.
While AI agents handle continuous monitoring and autonomous operations, humans remain in the loop, overseeing the entire process and stepping in when necessary to override or adjust AI-driven decisions.
According to Publicis Sapient, the solution can reduce IT operational costs by up to 45% while improving key service metrics, such as mean time to resolution and user satisfaction.
Commenting on the launch, Publicis Sapient CEO Nigel Vaz said: “Enterprises are under increasing pressure to improve reliability, reduce costs, and operate at greater speed. 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.”
By embedding AI across IT operations – including predictive incident management and automated root cause analysis – Sapient Sustain helps organisations transition to a more proactive model that continuously improves over time.
Angela Robinson, Managing Director of Publicis Sapient in Australia, said: “When I speak with 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.”
“At the core of Sapient Sustain is an enterprise context graph that connects signals across tickets, logs, and systems, enabling teams to identify issues earlier and understand them in context. Self-healing workflows autonomously resolve recurring problems, while predictive models flag risks before they affect the business. We’ve seen clients reduce IT operational costs by up to 45% and achieve same-day resolution for issues that previously took days to resolve.”
Suite of AI platforms
Publicis Sapient has rolled out Sapient Sustain globally – the digital transformation consultancy has offices in more than 25 countries. The new offering joins Publicis Sapient’s broader portfolio of enterprise AI platforms, which also includes Sapient Slingshot and Sapient Bodhi.
