Shield is showing how AI can make legacy IT systems less painful to use. By using OpenAI, the company’s Forge agents help technicians hand off work that would otherwise require time-consuming navigation through older portals.
Rather than forcing teams to rebuild or replace long-standing systems overnight, Shield’s approach adds an intelligent layer on top. The agents can move through portal workflows and support routine handoffs, helping reduce friction in day-to-day IT operations.
Why it matters
For technicians, the biggest win is focus. By delegating repetitive portal work, they can spend more of their time on higher-value issues that need human judgment, context, and technical expertise.
- Less manual busywork: AI agents handle routine legacy portal interactions.
- Better use of expertise: Technicians stay focused on judgment-heavy tasks.
- Practical modernization: Organizations can improve workflows without abandoning existing systems immediately.