OpenAI dogfoods its own managed agent product on live phone support
Alongside launching Presence, its enterprise agent product, OpenAI ran it on its own phone support line and reports resolving 75 percent of inbound issues without a human.
In July, OpenAI launched Presence, an enterprise product for deploying and managing customer-service and internal-operations agents. The more useful signal than the launch is that OpenAI ran Presence on its own English-language phone support line and then used a Codex-driven improvement loop to keep tuning it. The reported figures are a 75 percent resolution rate on inbound issues without a human, and human handoffs cut by 15 percentage points in ten days through that improvement loop. These should be read as vendor self-reported numbers, since OpenAI is both the builder and the customer here. The honest takeaway is twofold: managed agent products are becoming genuinely capable on hard channels like voice, but the numbers worth trusting are independent customer results, not a vendor running its own tool.