Publicis Sapient launches Sapient Sustain for self-healing IT ops

Publicis Sapient, a technology company that provides enterprise AI platforms and services, has launched Sapient Sustain, an agentic-AI platform for autonomous IT operations and managed services that aims to detect, diagnose and resolve IT issues before they affect the business.

The company pitched the platform as a shift from reactive IT support to what it calls self-healing operations, in which AI agents and human teams work together across the incident lifecycle.

Sapient Sustain is built on four core capabilities: an enterprise context graph that correlates signals across tickets, logs and systems; self-healing workflows that autonomously resolve recurring issues; a consolidated knowledge base surfaced through AI companions; and predictive models that flag problems early.

Publicis Sapient said the platform supports a progressive move from traditional tiered L1/L2/L3 support toward agent-orchestrated operations, with AI operating within defined guardrails alongside human staff, and works across both legacy and modern multi-cloud environments.

“When I speak with Australian 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” said Angela Robinson, country managing director for Publicis Sapient Australia.

"At the core of Sapient Sustain is an enterprise context graph that connects signals across tickets, logs and systems, so teams can see issues earlier and understand them in context. Self-healing workflows autonomously resolve recurring problems, while predictive models flag risks before they reach the business. We've seen clients reduce IT operational costs by up to 45% and achieve same-day resolution on issues that previously took days to resolve."

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 modernisation platform that accelerates the full lifecycle from design through deployment using agentic workflows, and Sapient Bodhi, an enterprise-grade agentic AI platform that enables organisations to design, build and orchestrate intelligent agents and workflows at scale.