en.Wedoany.com Reported - Technology company Publicis Sapient has announced the launch of the Sapient Sustain platform for AI-powered autonomous IT operations and managed services, aimed at reducing operational costs and improving problem resolution efficiency. Its "people plus products" approach helps enterprises enhance reliability and reduce IT operational costs by up to 45%, while improving Mean Time to Resolve (MTTR) by up to 8 times or achieving same-day resolution.

Sapient Sustain is designed for both traditional and modern IT ecosystems, using agentic AI to detect issues early, autonomously resolve incidents, and prevent recurring failures.

"Enterprises face increasing pressure to improve reliability, reduce costs, and operate at greater speed," said Nigel Vaz, CEO of Publicis Sapient. "Sapient Sustain introduces a new IT operating model: AI agents working in tandem with human expertise to predict issues and resolve them before they impact the business. This is a shift from reactive support to intelligent, self-healing operations." Sapient Sustain integrates AI-driven workflows across the IT issue lifecycle, enabling enterprises to move from reactive support to predictive operations, continuously improving through learning and automation. The platform supports a gradual 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. Sapient Sustain is built on four foundational capabilities: an enterprise context graph that correlates and connects signals across tickets, logs, and systems, extracting insights from various sources within the IT ecosystem; self-healing workflows based on service maps that enable proactive autonomous resolution of recurring issues; an integrated knowledge base that helps end users, business personnel, and engineers act faster through AI assistants; and predictive models that surface issues early, enabling intervention before they impact the business. These capabilities, combined with pre-built and customizable AI agents, allow Sapient Sustain to maintain flexibility across multi-cloud environments while gaining a deep understanding of how the business operates.

At Nissan, Publicis Sapient is supporting business-critical application maintenance services to ensure the stability and reliability of core IT systems underpinning customer-facing operations. Using Sapient Sustain, AI-driven capabilities have been deployed to proactively identify and remediate high-impact issues, helping protect revenue and prevent service disruptions. Shizuka Hirakawa, CE/CDIO of Nissan Motor Corporation, stated: "Through initiatives like Sapient Sustain, we are beginning to industrialize efficiency with AI, embedding intelligence into operations to reduce complexity, improve performance, and scale more effectively. The AI platform's ability to proactively detect issues and automate resolution helps us accelerate while maintaining high reliability across our environment." Through multi-agent orchestration, the incident triage process has been streamlined, reducing handoffs and enabling faster, parallel resolution workflows. Additionally, 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 toward predictive, AI-powered operations has delivered measurable impact: a 40% reduction in operational costs, over 62% same-day issue resolution (a 72% improvement), an 80% shift from reactive to proactive operations, and 99.99% platform uptime.

Publicis Sapient is also partnering with global healthy juice, food, and coffee chain Joe & The Juice to support the next phase of its digital and operational growth. Nicolai Schnack, CTO of Joe & The Juice, said: "With Publicis Sapient and its Sapient Sustain platform, we are introducing a smarter, AI-driven approach that allows us to improve performance, reduce complexity, and scale with confidence." By leveraging Sapient Sustain and embedding AI into IT operations—including predictive incident management and automated root cause analysis—Joe & The Juice is transitioning to a more proactive, continuously improving model. The partnership is expected to reduce costs, enhance stability, and create a scalable foundation for future growth.

Sapient Sustain is part of Publicis Sapient's broader portfolio of enterprise AI platforms, which also includes Sapient Slingshot (an AI-powered software development and modernization platform that uses agent workflows to accelerate the full lifecycle from design to deployment) and Sapient Bodhi (an enterprise-grade agentic AI platform that enables organizations to design, build, and orchestrate agents and workflows at scale). Publicis Sapient is a technology company providing enterprise AI platforms and services. With over 30 years of experience in digital business transformation, the company helps clients transform how they operate and serve customers, unlocking new value to thrive in an AI-driven world. Its platforms—Sapient Slingshot, Sapient Bodhi, and Sapient Sustain—use AI grounded in deep enterprise context to help organizations modernize legacy technology systems, build agentic solutions, and automate IT operations. Publicis Sapient is the technology hub of Publicis Groupe, bringing together 20,000 employees across 28 countries.

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