- Sources: Help Net Security, SiliconANGLE, HN 49008089
- Summary: OpenAI introduced Presence on 2026-07-22, a product for building narrow voice and chat support agents that answer questions, use company systems, take approved actions, and escalate to humans. It pairs model reasoning with policies, guardrails, and escalation rules, and uses Codex to review interactions and propose behavior changes that staff approve before they go live. It is not self-serve: deployments run through OpenAI Forward Deployed Engineers and select integrators. OpenAI says Presence already handles its own English-language phone support and resolves 75% of inbound calls without a human.
- Why it matters: It packages the guardrail, escalation, and review scaffolding around a support agent, positioning against enterprise CX platforms rather than shipping a raw API.
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