Shield Forge agents navigate legacy portals using OpenAI

Shield's Forge agents, built with OpenAI, can autonomously navigate legacy IT portals and automate 30-50% of typical IT support workflows, according to an OpenAI customer story. The approach automates brittle UI workflows around existing systems of record rather than replacing them, freeing IT technicians for judgment-heavy issues and avoiding expensive legacy rewrites.

OpenAI https://openai.com/business/customer-stories/shield Shield Forge agents navigate legacy portals using OpenAI Which summary reads better? Pick one — models revealed after.Both summaries are AI-generated. 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.