OpenAI launches Presence for enterprise AI agent platform
OpenAI has launched Presence, a platform for AI agents managing voice and chat-based workflows for enterprises. It is designed for customer support, sales, IT, and HR.
What happened?
On 22 July 2026, OpenAI launched the Presence platform. This platform is designed to implement AI-powered agents for voice and chat functions within enterprise workflows. Presence manages policy compliance, safety guardrails, simulation testing, and post-deployment improvements.
Key facts
”OpenAI launched Presence, an enterprise AI agent platform for deploying voice and chat agents across customer support, sales, IT, and HR workflows.”
”The platform resolves 75% of OpenAI's own English-language phone support calls without human intervention and reduced handoffs by 15 percentage points in 10 days.”
”The launch positions OpenAI as a direct competitor to Salesforce, ServiceNow, Zendesk, and hundreds of CX startups already building on its foundation models.”
Why it matters
The launch of Presence shifts OpenAI away from solely offering API access to becoming a direct player in the customer service solutions market. This signifies increased competition with established firms like Salesforce and ServiceNow, as well as hundreds of customer experience (CX) startups using OpenAI's base models.
Who is affected?
Companies such as BBVA Mexico, SoftBank Corp., and Retail Insurance Australia (IAG) have been early customers. The platform targets organisations seeking to streamline their customer support, sales, IT, and HR via automated AI agents. Developers and end-users within these organisations are directly impacted.
What else you should know
OpenAI's own data shows that Presence resolves 75% of their English-language phone support calls without human intervention. Furthermore, transfers were reduced by 15 percentage points within ten days.
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