OpenAI launched Presence, an enterprise product for running AI agents across voice and chat in customer support, outbound sales, and internal IT. Each deployment gets scoped to one job like a billing dispute or an insurance claim, and the buyer decides which actions the agent takes alone, which need sign-off, and when a person picks up. Simulations and graders test the agent against edge cases first, and guardrails can cut in when it drifts outside company boundaries. Codex then reads production sessions and escalations and proposes updates teams approve before release. OpenAI has been running its own English-language phone support on Presence, where the agent handles 75% of inbound issues alone.
