Shield uses Astra technology in Forge to automate IT support
Shield combines Astra technology and models from OpenAI in Forge. According to the company, agents operate computers and legacy portals, and Astra is 35–40 % faster on average than earlier models.
Shield uses Astra technology and models from OpenAI in Forge to automate IT support. The product is designed for IT service providers that also serve small and medium-sized businesses. According to Shield, Astra enables agents to log into computers and complex legacy portals and resolve customer issues where system access previously prevented automation.
According to Shield, Astra is 35–40 % faster on average than earlier models. The company also says that customer satisfaction with requests handled using AI sometimes reaches twice its previous level. According to the company, a human technician is expected to intervene primarily when their judgment is needed.
Why it matters
Access to legacy portals could expand the range of requests an IT service provider can automate. According to the company’s description, the technology addresses a specific obstacle: an agent might know how to fix a problem but be unable to access the required system.
Two audiences, two different impacts
What this means
For individuals
According to Shield, a technician is expected to take over primarily in cases requiring human judgment; fewer interventions should be needed solely to gain access to a system.
More practical updates →For a business
For IT service providers, the reported speed improvement could mean shorter support resolution times. However, the 35–40 % figure compares Astra with earlier models; it is not a demonstrated improvement in the speed of the entire business process.
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Event sources
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