OpenAI Presence puts governed agents into enterprise voice and chat work

The enterprise agent race is shifting from model capability alone to control, evaluation, and post-launch improvement. OpenAI’s July 22 post introduced Presence, a deployed product for putting voice and chat agents into customer and internal workflows such as support, employee IT service requests, outbound sales, and insurance claims.

The substantive line in the tweet is that “AI agents can answer questions, use company systems, take approved actions.” The source post is available on X, and FxTwitter records it at July 22, 2026, 13:08 UTC, inside the 48-hour window.

The linked OpenAI product page adds the useful numbers. Presence already powers OpenAI’s English-language phone support line, 1-888-GPT-0090, where the company says it resolves 75% of inbound issues without human assistance. OpenAI also says a Codex-powered improvement loop reduced human handoffs by 15 percentage points in 10 days. Those figures matter because they frame Presence less as a generic chatbot and more as a managed production system with policies, approved actions, evaluations, guardrails, simulations, and escalation rules.

OpenAI’s X account is the company’s primary public channel for model, product, and safety research signals. In this case, the tweet links to a fuller product note that describes a deployment pattern: start with one specific job, grant only the knowledge and system access needed for that job, define what the agent can do, and use production sessions plus escalation data to propose changes that a team can test and approve.

The product is still constrained. OpenAI says Presence is available only to eligible enterprise customers through a limited general availability program, led by Forward Deployed Engineers and selected systems integrators, not as a self-serve product. The next thing to watch is how OpenAI separates Presence from raw API-based agent building, and whether customers get enough auditability around tool use, approvals, failed actions, and human takeover.