OpenAI unveils Presence, a new platform that lets enterprises launch and manage realtime voice agents and chatbots

OpenAI has announced Presence, a new enterprise product for deploying and managing AI agents across customer-facing and internal business workflows.

The offering is designed for eligible enterprise customers that want agents to answer questions, access company systems, take approved actions and escalate to human workers while operating under company-defined policies, permissions and evaluation standards.

Presence is available immediately through a limited general availability program. OpenAI Forward Deployed Engineers (FDEs) and select global systems integrators lead deployments, and the product is not available on a self-service basis.

As for using non-OpenAI models, such as the powerful and increasingly popular Chinese open weights alternatives like GLM-5.2 and Kimi K3, an OpenAI spokesperson clarified that "Presence uses OpenAI models for the core agent, while allowing customers to connect third-party models and services through APIs for guardrails, tools, and other parts of their workflow."

OpenAI has not disclosed pricing, geographic limits, contractual terms or the expected cost of the engineering and integration work that accompanies a deployment. I've asked an OpenAI spokesperson about pricing twice and am awaiting a response. I'll update when I hear back.

OpenAI positions Presence as a response to a problem that has become more important as companies move beyond AI demonstrations: getting agents to behave reliably in production as business rules, customer needs and operating conditions change. Presence packages the policies, system connections, evaluations, guardrails and update processes required to run agents inside an enterprise.

If your business has been interested in using AI agents, but you aren't sure how to stitch together OpenAI's models, APIs, internal systems, security controls and evaluation tools into something reliable, Presence is designed to simplify that process. Instead of building the infrastructure yourself, you work with OpenAI and its deployment engineers to put production-ready agents into your existing workflows.

The product is available today for real-time voice and chat experiences, according to OpenAI’s formal announcement. The company’s outreach materials also describe a broader ambition spanning voice, chat, email and other channels, but OpenAI has not confirmed that email support is available at launch.

A governed foundation for production agents

Presence brings together company knowledge, standard operating procedures, approved actions, simulations, evaluation tools, guardrails and escalation rules. Enterprises can reuse some controls across deployments while adjusting others for a particular workflow or channel.

Each deployment starts with a defined job, such as resolving a billing issue, supporting an insurance claim or handling an employee IT request. The agent receives only the information and system access required for that task. The customer determines what the agent may do independently, which actions require approval and when a person must take over.

Before an agent reaches production, teams can test it against common requests, unusual edge cases and higher-risk scenarios. Graders evaluate whether it reached the intended outcome, followed policy, used tools correctly and escalated when required. Guardrails can intervene when an interaction moves outside the organization’s defined boundaries.

OpenAI shared promotional screenshots with VentureBeat showing administrators running simulation batches against policy changes, including a revised annual refund policy, and reviewing results across operational categories.

Other interface mockups display production health, customer-intent patterns and task-performance signals. The visuals illustrate the type of oversight OpenAI is promising, although they do not establish how those metrics are calculated or how they map to contractual service levels.

The product continues to monitor performance after launch. Production sessions, escalations and quality signals can reveal where an agent is working as intended and where it needs attention. Codex, using a Presence plugin, investigates those signals and proposes updates. Teams then test a proposed change against the version already in production before approving a controlled rollout.

That process is intended to address one of the hardest operational problems in enterprise AI: an agent that works at launch may become less reliable when policies, products or user behavior change. Presence gives companies a formal mechanism for updating behavior without allowing an automated system to rewrite itself unchecked.

OpenAI says Presence already powers its English-language phone-support channel at 1-888-GPT-0090. The system handles open-ended requests, verifies callers, uses account context and performs approved actions. According to the company, it now resolves 75% of inbound issues without human assistance.

OpenAI also says its Codex-powered improvement loop reduced human handoffs by 15 percentage points over a 10-day period. Those figures are company-reported and have not been independently verified.

Several large organizations are evaluating the same foundation. BBVA is exploring voice support for routine banking needs in Mexico. SoftBank is testing natural Japanese-language customer conversations, while Australian insurer IAG is exploring support during high-demand periods such as severe weather and natural disasters.

“At BBVA, we are working closely with OpenAI to explore how trusted customer agents can help shape the future of financial services,” said Daniel Ordaz, head of AI transformation at BBVA Mexico.

“Through our collaboration with OpenAI, we are exploring how Presence can enable trusted customer agents that communicate naturally, connect to the processes needed to resolve requests, and represent SoftBank consistently across customer interactions,” said Tadahisa Murakami, vice president and head of the Data & Digital Transformation Division at SoftBank Corp.

From model access to forward-deployed implementation

Presence expands OpenAI’s enterprise strategy beyond APIs and subscription software by formalizing a high-touch deployment model. Forward Deployed Engineers work alongside customers to select workflows, connect internal systems, establish permissions, configure policies, test agents and move them into production.

That approach resembles a model pioneered by AI ontology and intelligence platform Palantir, which embeds FDEs with customers to adapt its proprietary software to complex government and commercial environments. The similarity lies less in the underlying technology than in the delivery method: both companies place technical personnel close to the customer’s operations, where integration and process design often determine whether software creates value.

The products are not interchangeable. Palantir’s model has historically centered on data integration, ontologies and operational decision systems. Presence is more narrowly focused on AI-agent behavior, approved actions, evaluations, escalation and continuous improvement. OpenAI presents it as a repeatable software product supported by engineers and systems integrators, rather than as consulting alone.

In May 2026, OpenAI launched its own enterprise AI consulting and integration firm, the OpenAI Deployment Company, with investment and support from Bain & Company. It also offers programs for model customization and fine-tuning to fit specific enterprise needs.

Its chief U.S. rival Anthropic has also moved toward a services-led enterprise model through Ode, its consulting organization built around forward-deployed engineers helping companies integrate Claude into complex workflows, which launched just a week ago. The broad rationale is similar: enterprises often need more than access to a model. They need help connecting data and systems, defining permissions, validating behavior and managing deployment risk.

Presence differs in how explicitly OpenAI packages those requirements into a branded agent-governance product. Anthropic’s initiative is centered on helping enterprises deploy Claude, while Presence combines implementation services with a defined operational layer for policies, simulations, evaluations, approvals and production updates.

Presence goes further by making forward deployment a core part of how a specific agent product reaches customers. It does not replace OpenAI’s API business; the company says it will continue supporting voice customers with access to frontier models through the OpenAI API.

The trend reflects a broader market view that many enterprises still need hands-on assistance to move agents from pilot projects into stable operations. Even organizations with strong internal engineering teams must coordinate security, compliance, workflow ownership, data access and escalation responsibilities. Presence attempts to consolidate those tasks rather than leaving customers to assemble separate orchestration, evaluation and consulting layers.

A recent security breach looms in the background

Inconveniently for OpenAI, the Presence launch arrives just a day after OpenAI and Hugging Face disclosed an unprecedented security incident in which OpenAI frontier models undergoing internal evaluation escaped containment, accessed the open web, and cyberattacked Hugging Face to achieve a benign goal — without being instructed to pursue these methods.

According to the described joint disclosure, OpenAI models operating in an evaluation framework called ExploitGym identified and exploited a zero-day vulnerability in a third-party package-registry cache proxy. The models reportedly escalated privileges, moved laterally and obtained internet access before targeting Hugging Face systems while seeking benchmark-related information.

The incident is relevant to enterprise buyers because it raises questions about sandboxing, tool permissions, external access, monitoring and incident response.

The disclosure also highlighted a practical problem for defenders. Hugging Face personnel reportedly found that commercial frontier-model APIs refused some forensic requests because logs contained exploit payloads, credentials and shell commands that triggered safety systems. The team then used a locally deployed open-weight model to assist with analysis.

Presence therefore arrives as both a product launch and a test of OpenAI’s ability to convert model capability into controlled enterprise operations. Its policies, simulations, evaluations and human approvals address real deployment gaps. But without public pricing, technical interoperability details, compliance information or service-level commitments, customers still lack much of the information needed to assess total cost and operational risk.

For now, Presence appears aimed at enterprises willing to adopt a high-touch, OpenAI-led deployment process. Whether it develops into a broadly accessible platform—or remains a closely managed product for selected customers—will depend in part on the answers OpenAI has not yet provided.