Shield helps technicians hand off legacy portal work with OpenAI
OpenAI
Shield's Forge uses OpenAI's GPT-6 Astra to let AI agents handle legacy portal tasks, freeing technicians for more complex work.Summary
Shield, an IT services provider, has built Forge, an AI operating system for IT service providers. The platform uses OpenAI's GPT-6 Astra to enable AI agents to navigate legacy portals and complete browser-based tasks that previously required human technicians. This addresses the bottleneck of inaccessible systems lacking APIs, allowing faster resolution of IT support tickets. According to Shield, GPT-6 Astra is 35-40% faster than previous models for computer-use tasks, leading to higher customer satisfaction and fewer failures. Technicians retain control over which actions agents can take autonomously, and Shield is now testing remote-desktop workflows for more complex tasks.
(Source：OpenAI)