Your support line gets hundreds of tickets a day. AI now resolves 75% of them.
That's not someone's vision — it's OpenAI's own support line data. Now they've packaged it into a product called Presence, opened in limited release to enterprises on July 22.
What it actually is
Presence is OpenAI's enterprise voice + chat agent platform. Note: it's not a self-serve API you just call. It's a "deployed product."
It bundles: company knowledge, standard operating procedures (SOPs), approved actions, simulations, evals, guardrails, GPT-Live realtime voice, and a Codex-powered "improvement loop" — meaning the thing reviews how it did after each task and gets better.
The numbers, translated
OpenAI uses its own support line as the demo: 75% of inbound issues resolved without a human, and handoffs to humans dropped 15 points in 10 days.
The feel: a 10-person support team effectively gains 7.5 people for the 25% of complex work, while the other 75% of repeat Q&A goes to the agent. Early customers already include Mexico's BBVA bank, SoftBank's Japanese-language support, and Australian insurer IAG.
A cold splash first
Hacker News wasn't convinced. Top comment essentially: I can build my own MCP server plus M365 Copilot and it beats leaning on OpenAI's consultants.
The key point: Presence isn't a self-serve API, it's a "delivered" product — high barrier, deep lock-in, and early on you likely need OpenAI people on-site to land it. For small shops without a dedicated IT team, this is heavier than off-the-shelf support AI.
Why this matters to you
Two lenses:
- Mid-to-large firms with an IT team and real support demand → worth evaluating, especially cross-language (SoftBank's Japanese case is the signal)
- Small teams on a tight budget → don't be intimidated by "enterprise platform"; start with a cheap support AI tool, upgrade once volume justifies it
The bigger signal than the product itself: OpenAI doesn't just want to sell models, it wants to sell the whole business system running on top. The pick-and-shovel seller is now mining the ore itself.