Shield helps technicians hand off legacy portal work with OpenAI
OpenAI
Shield's Forge platform uses OpenAI's GPT-6 Astra to automate legacy portal tasks for IT technicians, improving speed and customer satisfaction.Summary
Shield, an IT services provider, has built Forge, an AI operating system for IT support. With OpenAI's GPT-6 Astra, Forge's agents can now handle browser-based tasks in legacy portals that lack APIs, which previously required manual technician intervention. According to Mayank Jain, Head of Technology at Shield, GPT-6 Astra is 35-40% faster than earlier models and more natural at computer use, reducing failures and timeouts while improving customer satisfaction. Technicians decide which actions agents can take autonomously and where to review or approve work. Shield is now testing remote-desktop workflows for more complex tasks.
(Source：OpenAI)