OpenAI built support agents for its own customer service line, now it hopes big enterprises will trust them too
The New Stack 1 month ago 12 ● 4 sources
OpenAI launched Presence, a product that packages AI agents with policies and monitoring tools for enterprise customer service, built on agents the company has been running on its own support line. OpenAI's internal agent resolves 75% of inbound English-language phone support issues without human intervention, and the product is now available to early design partners including BBVA, SoftBank, and IAG through a restricted rollout. The shift reflects that proving AI agents can work is no longer the bottleneck; enterprises now require demonstrated reliability, human oversight mechanisms, and assurance of accountability before deploying agents on customer-facing channels.
