OpenAI rolls out Presence, a new enterprise platform to launch and manage AI voice agents

OpenAI has unveiled Presence, a product designed to help enterprises deploy AI agents that can answer questions, resolve issues, use company systems, and escalate to humans when needed. This new offering integrates policies, guardrails, and escalation rules to ensure accurate performance and regulatory compliance. In each deployment, Presence begins by focusing on a specific job such as resolving billing issues or supporting insurance claims, granting the AI access only to the information and systems necessary for that role. Companies can specify detailed policies controlling what actions the agent may take, when human approval is required, and when escalation to staff is necessary. Once agents are live, session logs and escalations identify performance gaps. OpenAI’s Codex then proposes updates, allowing teams to test and approve adjustments as customer needs change. While OpenAI works closely with each customer to map workflows, integrate knowledge, and test agents, ongoing support c...