OpenAI Presence Resolves 75% of Support Calls Without Human Help
OpenAI Presence brings white-glove AI agent deployments to enterprises, with voice and chat agents that resolve 75% of issues without human help
- OpenAI Presence launches as a managed enterprise AI agent platform for voice and chat, available in limited general availability. Details here.
- 75% resolution rate: OpenAI's own phone support line runs on Presence and resolves 75% of inbound issues without human help.
- Codex-powered improvement loop reduced human handoffs by 15 percentage points in just 10 days post-launch.
- BBVA, SoftBank, and IAG are named early design partners across banking, telco, and insurance.
- Not self-serve: deployments are led by OpenAI Forward Deployed Engineers; enterprises must contact their account team.
- Strategic context: enterprise is already 40%+ of OpenAI's $25B+ ARR and is on track to match consumer revenue by end of 2026, ahead of a planned IPO.
OpenAI Presence is OpenAI's new enterprise product for deploying production-grade AI agents across customer support, outbound sales, and internal workflows. Available today in limited general availability for eligible enterprise customers, it is a managed deployment service where OpenAI's engineers work alongside your team to get agents into production, not a platform you configure yourself.
What it actually does
Presence assigns each agent a defined job, a bounded knowledge base, and a limited set of approved actions. Deployments start with a specific task: resolving billing issues, handling insurance claims, or managing employee IT requests. The agent receives only the knowledge and system access that job requires.
The deploying company sets the policies: what the agent can do, when it needs approval, and when a human should take over. Escalation is a first-class feature. Agents are designed to hand off gracefully when they reach the edge of their authority, not to fail silently.
The improvement loop runs on Codex. After launch, production sessions and escalations surface gaps. Codex proposes updates that teams can review and approve, letting the agent adapt as customer behavior changes. The architectural bet is that Presence agents get measurably better over time without requiring a full redeployment.
The numbers that matter
Presence powers OpenAI's own English-language phone support at 1-888-GPT-0090, handling open-ended requests, verifying callers, reading account context, and taking approved actions. Within weeks of launch, it met or exceeded the benchmarks used to grade frontline human-support quality and now resolves 75% of inbound issues without human assistance. The Codex improvement loop cut human handoffs by 15 percentage points in 10 days, a fast iteration cycle for any production support system.