OpenAI Launches Presence Platform for Enterprise AI Agent Management
OpenAI has announced Presence, a new enterprise product designed for deploying and managing real-time voice agents and chatbots. The platform aims to provide businesses with tools to integrate AI agents into their workflows under defined policies and controls.
OpenAI has unveiled Presence, a new enterprise product intended for the deployment and management of AI agents across customer-facing and internal business workflows.
The platform is designed for eligible enterprise customers seeking to have AI agents answer questions, access company systems, perform approved actions, and escalate to human agents, all while adhering to company-defined policies, permissions, and evaluation standards. Presence is available immediately through a limited general availability program, managed by OpenAI Forward Deployed Engineers and select global systems integrators.
OpenAI has not disclosed pricing, geographic limitations, or contractual terms, nor the expected costs associated with the engineering and integration work required for deployments. Clarity on whether Presence can utilize models beyond OpenAI's own offerings also remains outstanding. The company positions Presence as a solution to the challenge of ensuring AI agents behave reliably in production environments amidst changing business rules and customer needs.
Presence consolidates company knowledge, standard operating procedures, approved actions, simulations, evaluation tools, guardrails, and escalation rules. Each deployment begins with a defined job, such as resolving a billing issue or handling an employee IT request, with the agent receiving only the necessary information and system access. Before deployment, agents undergo testing against various scenarios, with simulated performance evaluated against policies and outcomes. Continuous monitoring and an update mechanism, involving proposed changes tested against production versions, are detailed as core features.
OpenAI states that Presence currently powers its English-language phone support channel, handling open-ended requests, verifying callers, and performing approved actions, resolving 75% of inbound issues without human intervention. Several large organizations, including BBVA, SoftBank, and IAG, are reportedly evaluating the platform for their customer service needs.