Shield Deploys GPT-6 Astra for Legacy IT Portals, Cutting Task Times 35-40%
Updated
Updated · OpenAI · Nov 13
Shield Deploys GPT-6 Astra for Legacy IT Portals, Cutting Task Times 35-40%
2 articles · Updated · OpenAI · Nov 13
Summary
Thousands of monthly browser-task runs are now live in Shield’s Forge platform, letting AI agents log into legacy IT portals and complete supported support work that previously stalled without human access.
GPT-6 Astra solved a key bottleneck for systems without APIs, navigating old ticketing, device and software-license interfaces more reliably and 35-40% faster than Shield’s earlier computer-use models.
Technicians still set approval boundaries, and phone calls, on-site jobs and remote-desktop work remain human-led, but Shield says the new workflows have reduced failures, timeouts and prompt-writing effort.
Shield also reports higher customer satisfaction on AI-handled tickets and is testing remote-desktop workflows to push more complex technician tasks to agents.