Introducing OpenAI Presence
OpenAI Blog · 2026-07-22
OpenAI launches Presence, an enterprise AI agent platform that handles customer support and internal workflows end-to-end, claiming its own phone support deployment now resolves 75% of inbound issues without human assistance.
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Extraction
Topics: enterprise-aiai-agentscustomer-support-automationopenai-products
Claims
- OpenAI Presence is an enterprise agent product that combines model reasoning with company-defined policies, guardrails, escalation rules, and a Codex-powered continuous improvement loop.
- OpenAI's own English-language phone support channel using Presence resolves 75% of inbound issues without human assistance, meeting or exceeding human-support quality benchmarks.
- A Codex-powered improvement loop reduced human handoffs by 15 percentage points within 10 days of deployment.
- BBVA, SoftBank, and IAG are among the early enterprises piloting Presence for voice and chat support use cases.
- Presence is not available as a self-serve product and requires deployment led by OpenAI Forward Deployed Engineers.
Key quotes
Presence pairs model reasoning with policies, guardrails, and escalation rules that verify accuracy and performance.
Within weeks, it met or exceeded benchmarks we use to grade frontline human-support quality and now resolves 75% of inbound issues without human assistance.
Working with our launch team, its Codex-powered improvement loop reduced human handoffs by 15 percentage points in just 10 days.