AI agents are capable of completing basic tasks, but are they reliable enough for all types of high-value work? OpenAI recently dove into this area further by introducing Presence, which helps enterprises deploy AI agents that complete essential tasks.
OpenAI has proved Presence’s effectiveness by using it to power its own call center. The agents verify callers, use account context, handle open-ended requests, and complete approved actions. These agents can now resolve 75% of inbound issues without human intervention so employees have more time to focus on other tasks.
What Can Presence Do for Enterprises?
Presence can create agents that focus on narrower tasks than usual. This could include answering questions, using systems, and resolving issues through voice and/or chat. The agents will have certain actions they’re allowed to complete to resolve issues, but they’ll turn to human assistance when needed to protect companies from risky actions.
Each agent is first deployed for one specific job, such as resolving billing issues or handling IT requests. The agent is only given the knowledge, access, and approved actions required for that role to provide enhanced efficiency.
Presence monitors the output of the agents using OpenAI’s Codex, which is powered by GPT-5.6. It collects performance data to suggest improvements for efficiency and accuracy.
How to Use Presence
Eligible enterprise customers can now test Presence to see if the agents are right for their companies. They can try it for common requests and scenarios while monitoring whether it reaches the ideal outcomes and uses tools correctly. Companies can put guardrails in place to ensure the AI actions don’t break the enterprise’s boundaries.
All Presence deployments are currently run by OpenAI Forward Deployed Engineers and select global systems integrators rather than operating as a self-serve product. Presence learns alongside enterprises, so new capabilities will be introduced as OpenAI monitors this feature’s success.
Help AI Understand Your Business
Many chatbots, search engines, and customer support conversations are now led by AI. If AI agents don’t know how to discover and understand your brand, customers might not see it. By taking advantage of AI optimization in addition to other visibility strategies, you can ensure your business doesn’t get lost in the modern world.
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