OpenAI Presence
by OpenAI
Deploy production-grade AI voice and chat agents with enterprise policies, guardrails and evals
OpenAI Presence is an enterprise deployment platform for production AI agents that handle real-time voice and chat interactions, built for large organizations running customer support, sales and internal service workflows. It sits above the model layer, adding company policies, guardrails, approved actions, simulations and evaluation tooling so agent behavior stays predictable in production.
At a Glance
- Category
- AI Agents & Orchestration
- Pricing
- Contact for pricing
- Target Market
- CIOs, CTOs, VPs of Customer Experience, Heads of AI, Enterprise Developers
Key Features
- ✓Policies and standard operating procedures
Company-defined rules and SOPs constrain how the agent reasons and responds, keeping behavior predictable as products and policies change.
- ✓Guardrails and approved actions
Agents can only execute a pre-approved action set, and guardrails intervene when an interaction moves outside the company's boundaries.
- ✓Simulation and grading before launch
Agents are tested against routine requests, edge cases and higher-risk scenarios, with graders checking outcomes, policy compliance, tool use and escalation.
- ✓Codex-powered continuous improvement
Codex reviews production sessions and suggests improvements that staff must approve before they are deployed.
- ✓Unified voice and chat channels
The same policies and escalation rules apply consistently across real-time voice calls and chat conversations.
- ✓Scoped system access
Each deployment grants the agent only the information and system access required for its specific task.
Capabilities
Use Cases
- •Billing dispute resolution
Agents verify identity, access account data, apply company policy and execute approved actions such as refunds and billing corrections.
- •Insurance claims processing
Voice and chat agents intake and progress claims end to end while escalating higher-risk cases to human handlers.
- •Internal IT service requests
Employee-facing agents handle internal service desk requests under the same guardrails and escalation rules as customer-facing deployments.
Ideal For
Best For
- ✓Enterprise customer support automation across voice and chat
- ✓High-risk internal workflows that need policy enforcement and human escalation
- ✓Outbound sales and service agents that must take approved actions in company systems
Market Analysis
Pros
- ✓Ships governance, evaluation and escalation as first-class parts of the platform, not add-ons
- ✓Published production evidence: 75% autonomous resolution on OpenAI's own support line
- ✓Named early enterprise deployments in banking, telecom and insurance
Cons
- ✗Not self-serve — access is gated behind a limited GA program and an OpenAI account team
- ✗Deployment depends on Forward Deployed Engineers or systems integrators, implying long lead times
- ✗Pricing is undisclosed, making budgeting and TCO comparison difficult
- ✗Deepens vendor lock-in to OpenAI models and tooling
Pricing
Limited General Availability (Enterprise)
Contact for pricing
- ✓Voice and chat agents
- ✓Policies, guardrails and approved actions
- ✓Simulation and evaluation tooling
- ✓Codex-powered improvement loop
- ✓Deployment led by OpenAI Forward Deployed Engineers or select systems integrators
Pricing is not published. Presence is not self-serve — companies must engage through their OpenAI account team, and deployment requires significant technical and operational support.
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