Shield Delegates Navigation on Legacy Portals to GPT-6 Astra

The publisher of the Forge platform is now delegating navigation tasks to agents assisted by GPT-6 Astra on systems without APIs. Shield reports large-scale executions, an acceleration compared to its previous models, and a continued human intervention for off-browser operations.

Speed Gains and Fewer Failures, but Humans Retain Key Roles

Mayank Jain, Chief Technology Officer at Shield, indicates that GPT-6 Astra has been on average 35 to 40% faster than the legacy models used by Shield for IT usage tasks. He also reports higher customer satisfaction when AI is involved, with resolution speed being a key factor. Shield notes faster execution, fewer failures, and reduced wait times, and specifies that its teams spend less time drafting detailed instructions to guide an agent. According to the company, these browser workflows are in production with thousands of executions each month at partner providers. However, phone calls, on-site interventions, and remote office operations remain the responsibility of technicians.

What Agents Do in API-less Portals and How They Are Supervised

Many tools used by technicians lack APIs, necessitating screen navigation similar to that of a human. Technicians spend a significant portion of their day in these portals, particularly for managing tickets, devices, and software licenses, and Forge agents must interact with these same legacy systems. In Forge, the AI Engineer assigns work to an IT usage agent, and then GPT-6 Astra takes over navigation in the interface to execute the supported tasks. Technicians define which actions the agent can perform autonomously and which require review or approval.

Astra Bypasses the Bottleneck That Hampered Previous Models

Before the adoption of GPT-6 Astra, Forge agents faced inaccessible systems, forcing clients to wait for a technician's intervention. Shield had tested screen reading, clicking, and typing approaches with earlier models, which Mayank Jain deemed insufficiently reliable and too slow. He emphasizes that systems without APIs are often outdated and difficult to use, even for a human. Now, supported browser tasks are delegated to agents via GPT-6 Astra, with the goal that the call for a human technician arises from a need for judgment, not an access issue. Jain reminds us that in situations like account lockouts or phishing attempts, speed of action remains essential.

Continuous Deployment and Upcoming Capabilities Tested in Remote Office

Shield describes browser workflows already in service with thousands of monthly executions. Mayank Jain believes that GPT-6 Astra allows agents to take on technician tasks by connecting to legacy portals and sites without APIs, operations that were only achievable by a human six months ago. He also states that computer usage feels more natural than with older models, which displayed hesitations in the interface. Meanwhile, Shield is testing remote office scenarios so that agents can perform more complex actions directly on a workstation. According to Jain, Forge is thus becoming a true extension of human technicians. This approach targets the needs of SMEs typically supported by external providers and relies on Forge, presented as an AI operating system that combines business data and customer context to drive end-to-end IT support tasks.