OpenAI has launched Presence, a product designed to help enterprises deploy trusted AI agents that can answer questions, resolve issues, and escalate to humans when needed. The system combines model reasoning with policies, guardrails, and escalation rules to verify accuracy and performance. Presence is available today for voice and chat agents, supporting real-time experiences such as customer support and high-risk internal workflows. Companies can define consistent policies across deployments while allowing flexibility for different workflows or channels. This enables teams to build on what works and expand to new use cases without starting over. The product is built on components that help teams connect company systems, define agent behavior, evaluate performance, enforce policies, and manage changes after launch. Source: openai
Presence was developed through close collaboration with OpenAI’s Research team, with generalized insights from every deployment informing ongoing research and product development. The product is proven in leading enterprises, including BBVA, SoftBank, and IAG, which are exploring its use for financial services, natural Japanese-language customer conversations, and timely support during high-demand events. OpenAI said the product powers its English-language phone support channel at 1-888-GPT-0090, handling open-ended requests and resolving 75% of inbound issues without human assistance. A Codex-powered improvement loop reduced human handoffs by 15 percentage points in just 10 days. Source: openai
Before deployment, teams can test Presence against common requests, edge cases, and higher-risk scenarios. Simulations and graders check whether the agent reached the right outcome, followed policy, used tools correctly, and escalated when appropriate. Guardrails can intervene when an interaction moves outside the company’s boundaries. After launch, production sessions and escalations reveal gaps, with Codex proposing updates that teams can test and approve. Presence is also designed to learn with the business, improving as customer behavior and employee needs evolve while keeping the business in control. Source: openai
