OpenAI Launches Presence Managed AI Agents for Enterprises

OpenAI launched Presence, a managed service for enterprise voice and chat agents designed to automate workflows such as billing, insurance claims, and IT requests. Moving away from a subscription or self-serve model, the company offers Presence to eligible enterprise customers through limited general availability programs. Deployment is handled by OpenAI Forward Deployed Engineers and global systems integrators to ensure tighter operational control via guardrails and restricted system access.

The platform utilizes a continuous operational improvement loop where the Codex model analyzes agent failures and suggests code fixes for human approval. OpenAI has already implemented the system for its own English-language phone support, reporting a 75% resolution rate for inbound issues without human assistance and a 15 percentage point reduction in human handoffs within 10 days.

Early enterprise partners include Banco Bilbao Vizcaya Argentaria, which is exploring voice support in Mexico, and SoftBank Group, which is testing Japanese-language conversations. IAG is planning to use the agents for claims processing during severe weather events in Australia, while Aeroflot is utilizing the service for customer support during high-traffic periods.