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Meet Sapient Sustain: context-aware AI for complex IT operations.
3M lines of COBOL → clear specs in 8 weeks.
Using AI-powered operations to keep high-volume trade reporting running across global markets.
A faster, cleaner, more scalable way to manage incidents across a complex global platform.
reduction in incident backlog
of tickets resolved in fewer than five days
cost savings
When a global post-trade financial services firm processes over 10 million trades a month, small operational delays quickly become big support challenges. Banks, brokers and investment firms depend on regulatory reporting platforms to process large volumes of trades accurately, consistently and on time.
This firm operated a global over-the-counter (OTC) trade reporting platform spanning more than a dozen regulatory jurisdictions and serving several tenants across the U.S. and EU, with most operating in Europe. At that scale, IT operations teams need more than visibility. They need to know which issues matter, which alerts can be trusted and where to act first.
The firm partnered with Publicis Sapient to modernize its operations with Sapient Sustain, an AI-powered operations platform that enables proactive, automated operations—reducing manual effort, improving response times and building a stronger foundation for growth.
The platform was growing. The support model was struggling to keep up.
Teams were spending significant time checking service status, reviewing alerts, confirming whether issues were real and deciding which incidents needed action. Many alerts were duplicates. Others were false positives. Genuine incidents often required experienced support teams to investigate the context before resolution could begin.
This created four clear challenges:
The firm needed a better way to manage operations across a high-volume, multi-jurisdiction reporting platform.
Publicis Sapient deployed Sustain to bring AI-powered agents into the firm’s IT operations model.
Instead of asking support teams to monitor every signal manually, Sustain helped identify critical issues, validate alerts and trigger the right response workflows. This gave teams a clearer view of what was happening across the platform and where action was needed.
Sustain deployed specialized AI agents across more than 15 core services, automating recurring support activities such as extract validation, tieback resolution, job recovery, file processing validation and deal recovery.
The platform continuously monitored service performance, identified lagging services and triggered workflows when issues were detected. Integrated with ServiceNow, Sustain automatically created and enriched tickets with relevant context, helping teams reduce manual triage and resolve issues faster.
The solution helped the firm:
The transformation delivered measurable improvements in speed, efficiency and operational control.
The firm achieved a 10x reduction in incident backlog, reducing open incidents from approximately 500 to 50 during the measured period. This gave teams a cleaner view of active issues and reduced the risk of important incidents being buried in a large queue.
Resolution speed also improved significantly, with 90 percent of tickets resolved in fewer than five days. The business realized 25 percent cost savings and optimized approximately 10 percent FTE capacity, allowing team members to shift from reactive support to higher-value work.
Additional results included:
Improved alert validation helped teams focus the most critical issues and avoid unnecessary intervention. For the IT organization, Sustain created a more scalable operating model.
