OpenAI Launches Presence, Claiming 75% Support Resolution Without Humans

3 articles · Updated · Computerworld · Jul 23

OpenAI said Presence now handles 75% of inbound issues on its own English-language phone support line, where the system verifies callers and completes approved account actions.
The enterprise service deploys voice and chat agents for tightly scoped tasks such as billing, claims and IT requests, with simulation tools, policy checks and human-approval rules built in before rollout.
Codex is positioned as a supervisor for those agents; in OpenAI’s tests, its suggestions cut handoffs to humans by 15 percentage points over 10 days.
BBVA, SoftBank and IAG are exploring or trialing Presence, but access is limited and integrations must be done by OpenAI or selected systems integrators rather than through self-service setup.
Analysts said the bigger near-term effect may be slower hiring in frontline support, while costs, legacy-system integration, governance and auditability could limit how far automation scales.

Sources

Left50%

Center50%

Computerworld9h ago

OpenAI Launches Presence Enterprise Service for Automated Customer Support

SiliconANGLE News1d ago

Box adds security controls to govern AI agents working with enterprise content - SiliconANGLE

OpenAI1d ago

OpenAI Launches 'Presence' for Trusted Enterprise AI Agent Deployment

14 Sources

Can OpenAI's engineer-led AI model scale without creating costly vendor lock-in for businesses?

If 80% of AI agents go rogue, can OpenAI's new guardrails truly guarantee enterprise safety?

With the EU AI Act's deadline next month, who is liable when a guarded AI agent makes a costly mistake?

OpenAI Presence Launch: How Token Efficiency and Deep Integration Are Shaping the Enterprise AI Race

Overview

OpenAI has launched Presence, a new enterprise platform that marks a major step forward in AI automation for businesses. Presence empowers companies by deploying advanced AI agents that can automate key processes like customer support and sales. These agents connect directly to a company’s internal data and workflows, allowing them to operate with strong contextual awareness and efficiency. OpenAI is already using Presence internally to manage its AI phone support for English-speaking customers, providing a real-world example of its capabilities. This internal use demonstrates how Presence can streamline operations and improve customer service through intelligent automation.

...