Shield is building Forge, an platform that uses OpenAI's Astra model to handle routine IT support work directly within business software. The system resolves common issues like login failures and connectivity problems without human technician intervention, allowing IT teams to redirect their time to more complex problems requiring judgment.
OpenAI's Astra model navigates and acts in software 35–40% faster on average than earlier models, according to Shield's testing. The shift represents a meaningful change in how IT teams allocate labor: routine fixes move to AI agents, while technicians focus on harder cases.
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