- OpenAI Presence is a new tool to monitor and update AI agent behavior
- It works with voice and chat agents from launch, including OpenAI phone support.
- The presence is led by forward-deployed engineers who already know an organization inside and out.
OpenAI has launched a new platform dedicated to creating, deploying and iterating AI agents for enterprise workflows, which it calls OpenAI Presence.
From launch, the tool focuses on voice and chat agents capable of answering questions, resolving issues, accessing company systems, performing approved actions, and liaising with humans.
This addition addresses what the company sees as the challenge of maintaining agent reliability post-deployment.
Presence keeps your agents current and relevant
For example, OpenAI explained how agent behavior might need to change as the company’s policies, products, systems, and customers evolve.
Because agents only have access to the knowledge and systems needed for a particular task, the creator of ChatGPT wants to keep decisions such as what the agent is allowed to do, what actions require human approval, what policies should be followed, and when the interaction should be escalated to company administrators.
“Each deployment has generated insights that continually inform OpenAI product research and development, creating cumulative benefits for customers,” the company noted, adding that Presence is the result of years of direct experience with customers.
Presence also includes a Codex-based improvement process designed to help agents continue to evolve once launched, with an agent coding assistant capable of investigating behavior and proposing changes.
OpenAI also took advantage of this announcement to integrate its Advanced Deployed Engineer (FDE) program, which embeds OpenAI experts within customer organizations to create AI tools and processes tailored to their precise needs.
The new tool already powers the company’s English-language helpline (1-888-GPT-0090), processing open requests, accessing account information, and taking action on billing and reimbursement.
Presence deployments are also led by FDE, and certain eligible enterprise customers can access the program through a limited general availability program.
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