Shield Uses OpenAI GPT-6 Astra for Legacy Portal Tasks

IT operating system provider Shield uses OpenAI's GPT-6 Astra to help technicians navigate legacy portals that lack API access.

The company built Forge as an AI operating system for IT services providers. For small and medium-sized businesses, an outsourced IT provider manages everything from password lockouts to firewall misconfigurations. The platform combines business data and customer context to assist providers with end-to-end IT support tasks. However, many older systems used to manage tickets, hardware devices, and software licenses do not offer modern API interfaces. To handle work in those environments, agents must navigate screen interfaces much like human technicians do by reading screens, clicking, and typing.

Shield previously attempted screen navigation using computer-use features in older models. Mayank Jain, Head of Technology at Shield, noted that earlier options were not reliable or fast enough, particularly when navigating dated user interfaces.

With GPT-6 Astra, Forge assigns tasks to computer-use agents that interact directly with web interfaces. Technicians maintain control by determining which actions agents can execute independently and which steps require review or approval.

According to Shield, these browser workflows are live and currently process thousands of runs each month across IT providers. Human involvement remains necessary for phone calls, on-site service, and remote-desktop tasks.

Shield reports that GPT-6 Astra is 35-40% faster on average than the legacy models previously used for computer-use tasks. The faster execution has led to fewer failures, fewer timeouts, and higher customer satisfaction. IT teams also spend less time writing detailed instructions for agents or assisting them through tasks. Shield is now testing remote-desktop workflows to allow agents to perform actions directly on desktop environments. OpenAI reports that over 1 million businesses globally use its tools.