# Shield Forge agents navigate legacy portals using OpenAI

> Source: <https://www.snipvote.com/story/cmwhifvuu0002m5afkmfmp8o2>
> Published: 2026-11-15 07:53:39.601383+00:00

[OpenAI](https://openai.com/business/customer-stories/shield)

### Shield Forge agents navigate legacy portals using OpenAI

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Agents can now navigate legacy IT portals autonomously, reducing the need for human technicians to perform routine tasks, which enables teams shipping with OpenAI to automate 30-50% of typical IT support workflows, freeing engineers to focus on complex issues.

Shield’s Forge agents use OpenAI to navigate legacy portals on behalf of IT technicians, shifting routine handoff work from humans to agents. For production teams, the important pattern is not replacing the system of record but automating brittle UI workflows around it, freeing technicians for judgment-heavy issues while avoiding expensive legacy rewrites.