Publicis Sapient Launches AI-Led IT Operations Platform as Firms Seek to Cut Support Costs

Publicis Sapient has launched an AI-enabled IT operations and managed services platform aimed at helping enterprises automate incident management, reduce operational costs and improve the reliability of increasingly complex technology environments.

The platform, called Sapient Sustain, uses agentic AI to detect issues, automate resolution workflows and prevent recurring failures across both legacy and modern IT systems, the company said in a statement on June 11.

The launch comes as enterprises expand their use of artificial intelligence, creating more distributed and fragmented technology environments that are increasingly difficult to manage through traditional IT support models.

Publicis Sapient said conventional automation tools often struggle to provide the context and coordination required to operate at scale, resulting in slower resolution times and higher operational costs.

The company claims Sapient Sustain can help reduce IT operational costs by up to 45% and improve mean time to resolution by up to eight times through a combination of AI agents and human expertise.

“Enterprises are under increasing pressure to improve reliability, reduce costs, and operate at greater speed,” Nigel Vaz, CEO of Publicis Sapient, said in a statement. “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 built around an enterprise context graph that connects data from tickets, logs and systems, self-healing workflows, a consolidated knowledge base and predictive models that identify issues before they affect business operations.

According to the company, these capabilities can be deployed across multi-cloud environments through pre-built and customisable AI agents.

The company cited early deployments at Japanese automaker Nissan Motor Corporation and global food and beverage chain Joe & The Juice.

The launch reflects a broader trend among technology services firms to move beyond conventional managed services by embedding AI agents into IT operations.

As enterprises invest more heavily in AI applications, vendors are increasingly positioning autonomous operations platforms to manage growing technology complexity while reducing support costs and manual intervention.