OpenAI Launches New Platform to Help Enterprises Build Trusted AI Agents
Organisations can also define exactly which systems an agent can access and what actions it is authorised to perform, helping reduce operational and security risks.
OpenAI has unveiled OpenAI Presence, a new enterprise platform designed to help organisations deploy, manage, and govern AI agents across customer-facing and internal business workflows.
"Each deployment starts with a specific job, such as resolving billing issues, supporting insurance claims, or resolving employee IT service requests. The agent receives only the knowledge and system access required for that job," OpenAI said in a blog post.
Organisations can also define exactly which systems an agent can access and what actions it is authorised to perform, helping reduce operational and security risks.
Presence supports both voice and chat interactions and is designed to integrate with a company's existing applications, policies, and workflows.
According to OpenAI, Presence combines the reasoning capabilities of its frontier AI models with built-in governance features, including policies, permissions, guardrails, and escalation rules, allowing enterprises to maintain oversight while automating routine tasks.
I have several folks asking me about OpenAI Presence announcement today — here’s my take…
— Sean Fenlon (@seanfenlon) July 22, 2026
Forward Deployed Engineers (FDEs) deploy enterprise voice/customer service/support chat agents, not self-serve.
Direct competitor to Sierra, not (yet) Retell/Vapi/Bland or ElevenLabs —… https://t.co/SbEGqFY5Lb
It has been refined through years of working with enterprise customers and is already being used to power parts of its own customer support operations.
The product includes tools for evaluating AI agent performance, simulating real-world interactions before deployment, monitoring quality, and continuously improving agents using feedback and analytics.
"We see an opportunity to use Presence to deploy trusted customer agents that provide timely, reliable support for our customers during moments that matter, particularly during high demand periods such as severe weather events and natural disasters, ” Julie Batch, Retail Insurance Australia CEO, said.
OpenAI said Presence is designed for a broad range of enterprise use cases, including customer service, IT help desks, HR, procurement, finance, and sales operations, as businesses increasingly adopt AI agents to automate repetitive work while keeping humans in control of critical decisions.
