Enterprises are moving beyond proving AI agents work to ensuring they are reliable for high-value, production tasks. OpenAI Presence is a new product designed to help companies deploy trusted AI agents that can handle customer inquiries, utilize company systems, take approved actions, and escalate to humans when necessary.

Presence combines model reasoning with crucial policies, guardrails, and escalation rules to verify accuracy and performance. Each deployment is tailored to a specific job, such as resolving billing issues or IT service requests, with agents receiving only the necessary knowledge and system access. Companies define the agent's capabilities, approval requirements, and escalation triggers.

Codex, an OpenAI tool, proposes updates based on production sessions and escalations, allowing agents to adapt to changing conditions. OpenAI works with customers to identify workflows, connect systems, establish policies, test agents, and manage deployments, with ongoing support from OpenAI and system integrators. Proven in leading enterprises like BBVA, Soft Bank, and IAG, Presence is available today for voice and chat agents, powering OpenAI's own English-language phone support channel, which resolves 75% of inbound issues without human assistance.