Riyadh : As organizations in the Middle East and North Africa accelerate their adoption of artificial intelligence (AI), IT environments are becoming more fragmented, distributed, and challenging to manage. Traditional automation lacks the context and coordination necessary to operate effectively at scale, resulting in slow processing, increased operational burdens, and inconsistent experiences. To address these challenges, Publicis Sapient, a technology company specializing in enterprise AI platforms and services, today announced the launch of Sapient Sustain, providing AI-enabled autonomous IT operations and managed services.

Sapient Sustain is designed to operate in both traditional and modern IT environments, using proxy AI to detect problems early, handle incidents autonomously, and prevent recurring failures. Publicis Sapient's people- and product-centric approach helps businesses improve reliability and reduce IT operating costs by up to 45%, while achieving up to an 8x improvement in mean time to recovery (MTTR), or same-day processing completion.

Nigel Vaz, CEO of Publicis Sapient, said in a statement on this occasion: “Organizations are facing increasing pressure to improve reliability, reduce costs, and operate at a faster pace. Sapient Sustain offers a new model for IT operations, where AI agents work alongside human expertise to anticipate and address problems before they impact the business. This represents a paradigm shift from reactive support to intelligent, self-healing processes.”

Srinivas Devolapalli, Managing Director of Publicis Sapient in the Middle East and North Africa, said: “As AI adoption and digital transformation accelerate across the Middle East, organizations need IT processes that can scale faster, be more agile, and be more intelligent. Sapient Sustain helps organizations move beyond reactive support to AI-powered, autonomous processes, enabling them to reduce complexity, improve reliability, and achieve greater value from their technology investments.”

From interactive information technology to autonomous processes

Sapient Sustain integrates AI-driven workflows across the IT problem-solving lifecycle, enabling organizations to move from reactive support to predictive processes that continuously improve through learning and automation.

The platform supports a gradual evolution from traditional L1, L2, and L3 operating models to agent-coordinated processes, where artificial intelligence enhances human decision-making and enables autonomy within specific controls by reducing manual tasks and accelerating processing, thus contributing to reduced operational burdens, improved system flexibility, and more efficient and scalable operations.

Foundation for AI-driven and context-aware IT operations

Sapient Sustain is based on four core capabilities:

• An organizational context diagram that links signals across tickets, records, and systems, and extracts insights from multiple sources across the IT infrastructure.
• A self-processing workflow based on a service map that enables proactive and self-processing of recurring problems.
• A unified knowledge base that helps end users, businesses, and engineers move faster through AI-powered assistants.
• Predictive models are designed to detect problems early, allowing for intervention before they affect the business.

These capabilities, along with pre-configured and customizable AI agents, enable Sapient Sustain to operate with a deep understanding of how business works while maintaining flexibility across multiple cloud environments.

Early customer momentum: Nissan and Joe & The Juice

For example, Publicis' Sapient Sustain supports business-critical application maintenance services in Nissan to ensure the stability and reliability of the core IT systems upon which customer-facing operations depend. Sapient Sustain has been leveraged to deploy AI-driven capabilities to proactively identify and address high-impact issues, helping to protect revenue and prevent service disruptions.

In this context, Shizuka Hirakawa, CEO and Chief Digital and Information Officer at Nissan Motor Company, said: “The transformation at Nissan is not just about introducing new technologies, but about fundamentally changing how we reduce the operational burden on our teams. With Sapient Sustain tools, we have begun to industrialize efficiency through artificial intelligence by integrating intelligence into our processes to reduce complexity, improve performance, and scale more effectively. The AI platform’s ability to proactively detect problems and automate processing has helped us move faster while maintaining high levels of reliability across our technology environment.”

Through multi-agent coordination, incident triage processes were streamlined, reducing handover between teams and enabling faster, parallel processing workflows. Furthermore, enhancing AI-powered support layers improved operational efficiency, lowered mean time to detection (MTTD) and mean time to processing (MTTR), and improved overall system performance and customer experience. This shift towards AI-enabled predictive processes has had a tangible impact, including:

• A 40% reduction in operating costs.
• Same-day problem resolution rate exceeds 62% (72% improvement).
• An 80% shift from a reactive to a proactive approach, while maintaining 99.99% platform readiness.

Publicis Sapient is also collaborating with Joe & The Juice, a global chain of health juice shops, food stores and cafes, to support the next phase of its digital and operational growth.

"We were looking for a partner that would not only run our operations effectively, but also help us evolve over time," said Nikolai Schnack, Chief Technology Officer at Joe & The Juice. "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 integrating artificial intelligence across IT operations, including predictive incident management and automated root cause analysis, Joe & The Juice is moving toward a more proactive and continuously improving model. This collaboration is expected to reduce costs, improve stability, and create a scalable foundation for future growth.

To view a demonstration of Sapient Sustain, please visit:

https://www.publicissapient.com/us/en/resources/demos/lead-failure

It is worth noting that 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 accelerates the entire lifecycle from design to deployment using an agent workflow, and Sapient Bodhi , an enterprise-level agent AI platform that enables organizations to design, build, and orchestrate intelligent agents and workflows at scale.

About Publicis Sabient

Publicis Sapient is a technology company providing AI platforms and services for enterprises. With over 30 years of experience in digital business transformation, we empower enterprise clients to transform how they operate and serve their customers, unlocking new value and helping them thrive in an AI-driven world. Our Sapient Slingshot , Sapient Bodhi , and Sapient Sustain platforms leverage AI built on this deep enterprise context to help organizations modernize their legacy systems, build proxy solutions, and automate their IT processes. Combining our AI platforms with the expertise of our teams enables us to deliver faster, more effective results through solutions tailored to the unique needs of our clients' businesses, industries, and customers. Publicis Sapient is the technology hub of the Publicis Groupe , uniting 20,000 employees worldwide across 28 countries. For more information, please visit publicissapient.com .

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