How Shield uses OpenAI’s Astra to support IT teams

When someone can’t log in or get online, their IT team often has to put other work on hold. Shield is building Forge to help IT services teams get their customers back to work faster. Its AI agents use Astra to work directly in business software and resolve problems that previously needed a technician. Shield reports that OpenAI’s model navigates and acts in software 35–40% faster on average than earlier models. The bigger change is where technicians spend their time: handling harder problems that need their judgment, while agents take on more routine fixes.