Shield helps technicians hand off legacy portal work with OpenAI

Shield, an IT services provider platform, built Forge, an AI operating system for IT support. Many legacy portals used by technicians lack APIs, creating access bottlenecks. Shield integrated OpenAI's GPT-6 Astra, a computer-use model, to allow AI agents to navigate these portals and complete supported tasks end-to-end. Technicians retain control over which actions agents can take autonomously. According to Shield, GPT-6 Astra is 35-40% faster than previous models, with higher customer satisfaction, fewer failures and timeouts, and less time spent instructing agents. Phone calls, on-site work, and remote-desktop tasks still require human involvement, though Shield is testing remote-desktop workflows. Mayank Jain, Head of Technology at Shield, noted that GPT-6 Astra's computer use feels natural, like watching a human click around.

(Source：OpenAI)