OpenAI introduces Presence to help enterprises build AI agents

What changed

OpenAI launched Presence, a platform that lets enterprises build AI agents tailored for customer support and call centers. The company already uses Presence internally to manage its help desk. Within weeks of deployment, Presence matched the response quality of human representatives. The platform now handles about 75 percent of ChatGPT Enterprise customer interactions.

Why builders should care

Presence puts powerful AI agent customization directly into the hands of business operators and developers. Instead of relying on generic ChatGPT outputs, enterprises can train and tweak AI to follow their specific workflows, tone, and product knowledge. This reduces dependency on human agents for routine queries, freeing them to focus on complex cases. Builders get a tested starting point with OpenAI’s infrastructure but room to fine-tune AI performance to their unique contexts.

The practical takeaway

For customer service and support teams, Presence promises faster scaling without proportional headcount growth. The ability to launch AI agents that quickly deliver close to human-level quality cuts training time and operational costs. Builders should explore how Presence can integrate with their existing systems, automate repetitive tasks, and maintain consistent service quality. Presence’s quick ramp in OpenAI’s own help desk suggests it could shorten AI pilot programs from months to a few weeks.

What to watch next

Keep an eye on how Presence pricing, customization features, and integration capabilities evolve. Monitoring real-world adoption will reveal if enterprises adopt Presence for broader roles beyond support, such as sales or internal automation. Also watch for competitive responses from other AI platform providers looking to claim enterprise agent workflows. Finally, track updates on how Presence handles compliance, data privacy, and human fallback scenarios in regulated industries.

AI Quick Briefs Editorial Desk