- OpenAI Presence is a new tool for monitoring and updating AI agent behavior
- It works across voice and chat agents from launch, including OpenAI’s phone support
- Presence is led by forward-thinking engineers who already know an organization inside and out
OpenAI has launched a new, dedicated platform for building, deploying and iterating AI agents for business workflows, which it calls OpenAI Presence.
From launch, the tool focuses on voice and chat agents who can answer questions, solve problems, access company systems, perform authorized actions and interact with people.
The addition comes in response to what the company sees as the challenge of keeping agents reliable after deployment.
Presence keeps your agents current and relevant
For example, OpenAI explained how agent behavior may need to change as company policies, products, systems, and customers evolve.
With agents only given access to the knowledge and systems necessary for a particular task, the ChatGPT maker wants to retain decisions like what the agent is authorized to do, what actions require human approval, what policies to follow, and when to escalate the interaction to company administrators.
“Each deployment generated insights that continuously inform OpenAI’s research and product development, creating compound benefits for customers,” the company noted, adding that presence comes from years of first-hand experience dealing with customers.
Presence also includes a Codex-driven improvement process designed to help agents continue to evolve once launched, with the agentic coding assistant able to examine behavior and suggest changes.
OpenAI also used its announcement to plug its forward-deployed engineer (FDE) program, which deploys OpenAI experts into customer organizations to build AI tools and processes tailored to their exact needs.
The new tool already powers the company’s English phone support service (1-888-GPT-0090), handles open requests, accesses account information and takes actions across billing and refunds.
Presence deployments are also FDE-led, and certain eligible enterprise customers can access the scheme through a limited general availability program.
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