Publicis Sapient launches Sustain to rework 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 enhance the reliability of data technology operations and managed services using agentic artificial intelligence.

As more enterprise corporations modernize by scaling AI, IT teams and environments find themselves in a turf war against legacy systems which might be 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 forwards and backwards, or break connectivity between different platforms. This lack of symmetry results in a tangled web of communication between different departments, a scarcity of visibility inside the same organization and inconsistent worker and customer experiences.

“Enterprises are under increasing pressure to enhance reliability, reduce costs and operate at greater speed,” said Chief Executive Nigel Vaz. “Sapient Sustain introduces a brand 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 within the enterprise. In response to a report released by Forrester Research Inc. this month, three-quarters of enterprise leaders are adopting this recent technology – that’s the form 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% imagine they’re fully prepared to implement at scale.

Thought leadership around agentic AI adoption shows the push and the willingness, however the readiness is lagging.

Sitting on the crossroads with the best tool

Sapient said Sustain is built to organize enterprise businesses for this era by supporting critical application needs, sustainability and reliability of core IT systems. To do that, the corporate built an enterprise context graph to attach your complete enterprise domain, including tickets, logs and systems. This builds atop a consolidated knowledge base that helps end users, businesses and engineers with their on a regular basis work.

The platform is built with self-healing workflows and proactive, autonomous capabilities to handle recurring issues. For those problems that no one 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 grasp business operations and operate across multiple clouds.

To offer proof-positive of this work, the corporate 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 will not be nearly introducing recent technologies, but about fundamentally changing how we will reduce the operational burden on our teams,” said Shizuka Hirakawa, chief digital and knowledge 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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