OpenAI Presence is OpenAI's new enterprise product for deploying production-grade AI agents across customer support, outbound sales, and internal workflows. It is available today in limited general availability for eligible enterprise customers, and it is not self-serve. Think of it less as a platform you configure yourself and more as a managed deployment service where OpenAI's engineers sit alongside your team to get agents into production.
What it actually does
Presence is built around a specific deployment model: each agent gets a defined job, a bounded set of knowledge, and a limited set of approved actions. Each deployment starts with a specific job, such as resolving billing issues, supporting insurance claims, or resolving employee IT service requests. The agent receives only the knowledge and system access required for that job.
The company sets the rules. The company sets the policies: what the agent can do, when it needs approval, and when a person should take over. That last part matters. Escalation is a first-class feature, not a fallback. Agents are designed to hand off to humans gracefully when they hit the edge of their authority.
The improvement loop is powered by Codex. After launch, production sessions and escalations reveal gaps. Codex proposes updates that teams can test and approve, helping the agent adapt as customer behavior changes. This is the key architectural bet: rather than a static prompt-engineered bot, Presence agents are meant to get measurably better over time without requiring a full re-deployment.
The numbers that matter
OpenAI is not just selling a product here -- they are selling a proof point. Presence powers OpenAI's English-language phone support channel at 1-888-GPT-0090, handling open-ended requests, verifying callers, using account context, and taking approved actions. Within weeks, it met or exceeded benchmarks used to grade frontline human-support quality and now resolves 75% of inbound issues without human assistance.
Don't miss what's next in AI
Join 300,000+ engineers and researchers who get the signal, not the noise.
- Full access to in-depth AI research breakdowns
- Be the first to know what's trending before it hits mainstream
- Daily curated papers, repos, and industry moves