OpenAI Video Case: Shield Demonstrates Forge IT Service Agent Based on Astra
OpenAI released a video introducing Shield's Forge platform, which utilizes OpenAI's Astra model to support IT teams. Shield states that its AI agents operate directly within business software to resolve routine issues, with the model navigating and acting in software 35-40% faster than earlier versions, allowing technicians to focus on more complex problems.
On October 23, 2026, OpenAI published a video detailing how IT services company Shield is using OpenAI's Astra model to support its clients' technical support teams. Shield is building a platform called Forge, designed to help IT service teams get their customers back to work faster.
According to the video description, AI agents within Forge use the Astra model to navigate and act directly in business software, resolving issues that previously required technician intervention, such as users being unable to log in or connect online. Shield reports that OpenAI's model navigates and acts in software 35-40% faster on average compared to earlier models.
The impact on IT workflows lies in reallocating technician time: agents handle more routine fixes, while technicians shift to handling harder problems that require human judgment. This video serves as a resource selection for readers interested in the practical application of AI in enterprise IT operations.