- OpenAI Presence is a new tool to monitor and update the behavior of AI agents
- Works with voice and chat agents from launch, including OpenAI phone support.
- The presence is led by advanced engineers who already know the organization inside out.
OpenAI has launched a new dedicated platform for creating, deploying and iterating AI agents for enterprise workflows, which it calls OpenAI Presence.
Since its launch, the tool focuses on voice and chat agents who can answer questions, resolve problems, access company systems, perform approved actions, and communicate with humans.
The addition comes in response to what the company sees as the challenge of maintaining agent reliability after deployment.
Presence keeps your agents up to date and relevant
For example, OpenAI explained how agent behavior may need to change as company policies, products, systems, and customers evolve.
Since agents are only given access to the knowledge and systems necessary for a particular task, the creator of ChatGPT wants to keep decisions such as what the agent is authorized to do, what actions require human approval, what policies should be followed, and when the interaction should be escalated to company administrators.
“Each implementation generated insights that continually inform OpenAI’s product research and development, creating compounding benefits for customers,” the company noted, adding that Presence comes from years of first-hand experience dealing with customers.
Presence also includes a Codex-powered improvement process designed to help agents continue to evolve once they’ve been released, with the agent coding assistant able to investigate behavior and propose changes.
OpenAI also used its announcement to push its Future Deployed Engineers (FDE) program, which embeds OpenAI experts within customer organizations to create AI tools and processes tailored to their exact needs.
The new tool already powers the company’s English-language telephone support service (1-888-GPT-0090), handling open requests, accessing account information, and taking action on billing and refunds.
Presence rollouts are also led by FDE, and certain eligible enterprise customers can gain access to the scheme through a limited general availability program.
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