{"id":6982,"date":"2026-11-14T03:58:17","date_gmt":"2026-11-14T06:58:17","guid":{"rendered":"https:\/\/tucumandevelopers.com\/index.php\/2026\/11\/14\/shield-helps-technicians-hand-off-legacy-portal-work-with-openai\/"},"modified":"2026-11-14T03:58:17","modified_gmt":"2026-11-14T06:58:17","slug":"shield-helps-technicians-hand-off-legacy-portal-work-with-openai","status":"publish","type":"post","link":"https:\/\/tucumandevelopers.com\/index.php\/2026\/11\/14\/shield-helps-technicians-hand-off-legacy-portal-work-with-openai\/","title":{"rendered":"Shield helps technicians hand off legacy portal work with OpenAI"},"content":{"rendered":"
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Access as a bottleneck<\/span><\/h2>\n<\/p>\n<\/div>\n

\u201cIf a customer is locked out of their computer or there\u2019s a phishing attack, speed is paramount,\u201d says Jain. \u201cWhether you\u2019re going to solve their issue or you\u2019re going to escalate to a human, you want to do either as fast as possible.\u201d<\/span><\/p>\n

Before using GPT\u20116 Astra, Forge\u2019s agents could get stuck at systems they could not access. Customers then had to wait for a technician to complete that step.<\/span><\/p>\n

Shield tried computer use, where an AI model reads the screen, clicks, and types, with earlier models. Jain says they were not reliable or fast enough. \u201cUsually, a system that doesn\u2019t have an API is an old-school system that also doesn\u2019t look very nice and is very hard to use, even by a human,\u201d Jain says.<\/span><\/p>\n

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Agents that work like a technician<\/span><\/h2>\n<\/p>\n<\/div>\n

Technicians spend much of their day in portals that manage tickets, devices and software licenses. Many of those systems lack APIs, so an agent needs to navigate the screen much as a person would.<\/span><\/p>\n

Forge\u2019s AI Engineer assigns the work to a computer-use agent, and GPT\u20116 Astra navigates the interface to complete supported tasks. Technicians decide which actions it can take on its own and where they need to review or approve the work.<\/span><\/p>\n

Shield says these browser workflows are live, with thousands of runs each month across its IT providers. Phone calls, on-site work and remote-desktop tasks still need human involvement.<\/span><\/p>\n

\u201cGPT\u20116 Astra allows our agents to embody what a technician does by logging into portals and legacy websites that might not have API access and performing tasks that only a human could six months ago,\u201d says Mayank Jain, Head of Technology at Shield.<\/span><\/p>\n

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\u201cWhat shocked me the most was how natural GPT-6 Astra was with computer use. We\u2019d seen models perform computer use before, but you could clearly see them stutter as they try to figure out how to navigate the UI. With GPT-6 Astra, it feels like you\u2019re just watching a human click around.\u201d<\/p><\/blockquote>\n

\u2014Mayank Jain, Head of Technology, Shield<\/p>\n<\/div>\n

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More work technicians can hand off<\/span><\/h2>\n<\/p>\n<\/div>\n

Jain says GPT\u20116 Astra was 35-40% faster on average than the legacy models Shield had used for computer-use tasks. He also says customer satisfaction is higher on tickets where AI is used, with speed of resolution being a critical factor.<\/span><\/p>\n

Shield reports faster execution, fewer failures and fewer timeouts. Its teams also spend less time writing detailed instructions to an agent or helping it through a task.<\/span><\/p>\n

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What\u2019s next<\/span><\/h2>\n<\/p>\n<\/div>\n

Shield is testing remote-desktop workflows that would let agents perform more complex actions directly on a computer\u2019s desktop.<\/span><\/p>\n

Jain says, \u201cWith GPT\u20116 Astra, Forge is now truly an extension of our human technicians.\u201d<\/span><\/p>\n

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Fuente: Art\u00edculo original<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Access as a bottleneck \u201cIf a customer is locked out of their computer or there\u2019s a phishing attack, speed is paramount,\u201d says Jain. \u201cWhether you\u2019re going to solve their issue or you\u2019re going to escalate to a human, you want to do either as fast as possible.\u201d Before using GPT\u20116 Astra, Forge\u2019s agents could get […]<\/p>\n","protected":false},"author":1,"featured_media":6981,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"webixso_pending_account_ids":""},"categories":[43],"tags":[],"class_list":["post-6982","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-openai"],"jetpack_publicize_connections":[],"_links":{"self":[{"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/posts\/6982","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/comments?post=6982"}],"version-history":[{"count":0,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/posts\/6982\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/media\/6981"}],"wp:attachment":[{"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/media?parent=6982"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/categories?post=6982"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tucumandevelopers.com\/index.php\/wp-json\/wp\/v2\/tags?post=6982"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}