Mayank Jain, Head of Technology at Shield, told OpenAI that a human technician should be needed for judgment, not for access.
Shield's Forge platform now assigns supported browser work in ticket, device and license portals to GPT-6 Astra computer-use agents, according to the company account.
Jain said earlier computer-use models stuttered through ugly legacy interfaces and were neither reliable nor fast enough for live support work.
With Astra, Jain reports 35-40% faster average execution than those legacy models, with thousands of browser runs each month across Shield's IT providers, per the same account.
The pitch resembles Merge bets its agent plumbing on OpenAI, where agents also take over operational work humans once clicked through.
Do not confuse this Shield with Shield AI, the autonomy developer which describes offices and facilities across the US, Europe, the Middle East and Asia-Pacific, per its hiring material.
Technicians still set where Astra can act alone and where it must wait for review, and phone calls, on-site work and remote-desktop tasks remain human, the company said.
Customer satisfaction runs higher on AI-assisted tickets because resolution speed matters most in lockouts and phishing response, Jain said.
Who pays when Astra misreads a license portal and revokes the wrong seat?
