OpenAI Presence puts a 75% resolution number on enterprise agents

The enterprise AI agent race is shifting from model capability charts to live operating numbers. OpenAI Presence is a product for deploying agents into high-value workflows such as customer support, insurance claims, outbound sales, and internal IT service requests. The important detail is not another conversational surface; it is the bundle around the agent: policies, approved actions, simulations, graders, guardrails, escalation rules, and a process for changing behavior after launch.

OpenAI attached unusually concrete production metrics to the launch. Presence powers its English-language phone support channel at 1-888-GPT-0090, where it handles open-ended requests, verifies callers, uses account context, and takes approved actions. The company says it met or exceeded the benchmarks it uses for frontline human-support quality within weeks. It now resolves 75% of inbound issues without human assistance, and its Codex-powered improvement loop reduced human handoffs by 15 percentage points in 10 days.

The workflow starts narrowly. A company defines the job, gives the agent only the knowledge and system access required for that job, and sets policies for what it may do, what needs approval, and when a person takes over. Before users see it, teams run simulations and graders against common requests, edge cases, higher-risk scenarios, tool use, and escalation behavior. After launch, production sessions and handoffs expose gaps. Codex, using the Presence plugin, investigates those signals and proposes updates that teams can test against the production version before approving a controlled rollout.

Presence currently supports voice and chat agents and is available to eligible enterprise customers through a limited general availability program led by OpenAI Forward Deployed Engineers and selected systems integrators. BBVA, SoftBank, and IAG are named as design partners, while self-serve access is not available yet. The strategic signal is clear: OpenAI is moving beyond selling frontier models and deeper into accountable agent operations. The next test is whether the 75% resolution rate travels across industries, languages, and regulated change-management processes.