OpenAI Introduces Presence Platform for Enterprise AI Agents

OpenAI has introduced Presence, a new enterprise platform that allows organizations to deploy and manage AI agents across customer and internal workflows, according to OpenAI. The system supports voice and chat-based interactions, connecting agents to company systems while enforcing defined policies, permissions, and escalation paths.

Presence is built for structured enterprise deployments rather than self-service access. Each implementation begins with a targeted use case such as customer support, IT assistance, claims processing, or human resources inquiries. Before release, agents are tested through simulations that evaluate policy compliance and the ability to escalate complex cases to human workers.

The platform integrates continuous monitoring and improvement through quality evaluations and production feedback. It proposes controlled updates that are reviewed before deployment, aiming to maintain reliability as business policies and user behavior evolve.

Presence has been adopted by early partners such as BBVA, SoftBank, and IAG to support voice-based customer interactions. OpenAI states that the release follows its work embedding engineers with clients to handle workflow design, system connections, and operational oversight for AI agent behavior.