Shield helps technicians hand off legacy portal work with OpenAI

Shield, an IT services provider, built Forge, an AI operating system for IT support. Forge uses OpenAI's GPT-6 Astra to navigate legacy portals that lack APIs, completing tasks that previously required manual technician intervention. The computer-use agent works like a human, clicking and typing through interfaces. Jain, Shield's Head of Technology, reports that GPT-6 Astra is 35-40% faster than previous models, with higher customer satisfaction due to faster resolution. Technicians decide which actions the AI can take autonomously and which need approval. Shield is now testing remote-desktop workflows for more complex tasks, aiming to make Forge a true extension of human technicians.

(Source：OpenAI)