OpenAI Unveils Product to Hone AI Voice and Chat Agents

OpenAI Unveils Product to Hone AI Voice and Chat Agents

OpenAI has introduced a product designed to help enterprises deploy artificial intelligence (AI) voice and chat agents for uses cases such as customer support and outbound sales.

The new OpenAI Presence starts each deployment with an agent that can do one job, identifies any gaps in the agent’s abilities after it’s been launched, and proposes updates that can help the agent adapt, the company said in a Wednesday (July 22) blog post.

OpenAI Presence is available to eligible enterprises only as a deployed product, with deployments led by OpenAI Forward Deployed Engineers and select global systems integrators; it is not available as a self-serve product, according to the post.

“OpenAI works alongside each customer to identify each high-value workflow, connect the necessary knowledge and systems, establish permissions and policies, test the agent, and bring it into production,” the company said in the post. “As the deployment expands, OpenAI and select systems integrators can continue to support it.”

Presence is already used by OpenAI to power its English-language phone support channel. The product is also being used by BBVA, SoftBank and Insurance Australia Group Limited (IAG) to explore different forms of customer service, per the post.

The PYMNTS Intelligence report “AI in the Chat: Generative AI’s Growing Role in Customer Service” found that customer service had become one of the most promising applications of generative AI. Chatbots, customer service requests, personalized interactions and other customer-centric functionalities had proved to be effective use cases for the technology.

Daniel Ordaz, head of AI transformation at BBVA Mexico, said in the release: “As a design partner for Presence, we are working closely with OpenAI to help shape and refine voice experiences for financial customer service, as part of our focus on delivering a faster, more seamless and more personalized experience across every interaction.”

OpenAI announced in February that it launched a platform called Frontier that offers both a platform and the services of human engineers to help enterprises use AI agents. Frontier helps enterprises build, deploy and manage AI agents, as well as providing these agents with shared context, onboarding, hands-on learning, and clear permissions and boundaries.