The challenge for enterprises is no longer proving that AI agents can work, it’s making them reliable enough to do high-value work in production. Agent behavior must also adapt as products, policies, and user behavior change. That requires more than a model: it requires the systems, evaluations, and deployment expertise to improve agents as those conditions change without giving up control.企业目前面临的挑战不再是证明 AI 智能体的有效性，而是如何确保其足够可靠，以在生产环境中胜任高价值工作。随着产品、政策和用户行为的变化，智能体的行为也必须随之调整。这不仅仅需要模型，还需要完善的系统、评估机制和部署专业知识，从而在不失控的前提下，根据环境变化持续优化智能体。
We’re introducing OpenAI Presence, a battle-tested product that helps enterprises deploy trusted AI agents that can answer questions, resolve issues, use company systems, take approved actions, and escalate to people when needed. Proven through years of working with customers at enterprise-scale, Presence pairs model reasoning with policies, guardrails, and escalation rules that verify accuracy and performance.我们推出了 OpenAI Presence，这是一款久经考验的产品，旨在帮助企业部署值得信赖的 AI 智能体。这些智能体能够回答问题、解决纠纷、调用公司系统、执行获批操作，并在必要时转接人工处理。Presence 经过多年与企业级客户的合作验证，将模型推理与政策、护栏和升级规则相结合，确保了准确性和性能。
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. The company sets the policies: what the agent can do, when it needs approval, and when a person should take over. After launch, production sessions and escalations reveal gaps. Codex proposes updates that teams can test and approve, helping the agent adapt as customer behavior changes.每次部署都从具体任务开始，例如处理账单问题、支持保险索赔或解决员工 IT 服务请求。智能体仅会被授予完成该任务所需的知识和系统访问权限。公司负责设定政策：明确智能体可以做什么、何时需要审批、以及何时应由人工接管。上线后，生产环境中的会话和转接记录会揭示潜在差距。Codex 会提出更新建议，供团队测试和批准，从而帮助智能体随着客户行为的变化而不断适应。
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. As the deployment expands, OpenAI and select systems integrators can continue to support it. Presence was developed in tight collaboration with OpenAI’s Research team, with generalized insights from every deployment informing ongoing research and product development and improving the product for all customers over time.OpenAI 会与每位客户紧密合作，共同识别高价值工作流程、连接必要的知识与系统、建立权限与政策、测试智能体并将其投入生产。随着部署规模的扩大，OpenAI 和精选的系统集成商将持续提供支持。Presence 的开发得益于 OpenAI 研究团队的紧密协作，每次部署中获得的通用洞察都会反哺到持续的研究和产品开发中，从而不断提升所有客户的使用体验。
Today, Presence supports real-time experiences across voice and chat, such as customer support, outbound sales, and high-risk internal workflows. A customer might use it to resolve a billing issue—from understanding the request and verifying the customer to looking up account information, applying company policy, and taking an approved action.目前，Presence 支持语音和聊天渠道的实时交互，涵盖客户支持、外呼销售和高风险内部工作流程等场景。客户可以使用它来解决账单问题——从理解请求、核实身份，到查询账户信息、应用公司政策并执行获批操作，全程自动化。
Companies decide what remains consistent across deployments—such as policies, evaluations, and escalation rules—and what should change for each workflow or channel. This lets teams build on what works and expand to new use cases without starting over.企业可以决定哪些内容在不同部署中保持一致（如政策、评估和升级规则），以及哪些内容应针对特定工作流程或渠道进行调整。这使得团队能够在现有成果的基础上构建，无需从零开始即可扩展至新的应用场景。
Presence brings together the components teams need to run agents in production: policies and standard operating procedures, guardrails, approved actions, simulations, evaluation tools, and a Codex-powered improvement process.Presence 汇集了团队在生产环境中运行智能体所需的所有组件：政策与标准操作程序、护栏、获批操作、模拟测试、评估工具，以及由 Codex 驱动的改进流程。
Together, these components help teams connect company systems, define how agents should behave, evaluate performance, enforce policies, and manage changes after launch.这些组件共同帮助团队连接公司系统、定义智能体行为、评估绩效、执行政策并在上线后管理变更。
Built through years of deploying agents with customers, Presence is an ambitious product shaped by the demands of mission-critical environments. Every deployment generated insights that continuously inform OpenAI research and product development, creating compounding benefits for customers.Presence 是在多年与客户部署智能体的实践中打造而成的，是一款应对关键任务环境需求、雄心勃勃的产品。每一次部署产生的洞察都会持续为 OpenAI 的研究和产品开发提供信息，从而为客户创造持续累积的价值。
Presence powers OpenAI’s English-language phone support channel at 1-888-GPT‑0090, handling open-ended requests, verifying callers, using account context, and taking approved actions. Within weeks, it met or exceeded benchmarks we use to grade frontline human-support quality and now resolves 75% of inbound issues without human assistance. Working with our launch team, its Codex-powered improvement loop reduced human handoffs by 15 percentage points in just 10 days.Presence 目前为 OpenAI 的英语电话支持渠道（1-888-GPT‑0090）提供支持，能够处理开放式请求、核实来电者身份、利用账户背景信息并执行获批操作。在短短几周内，它就达到了甚至超过了我们用于评估一线人工支持质量的基准，目前已能在无需人工干预的情况下解决 75% 的入站问题。通过与我们的发布团队合作，其由 Codex 驱动的改进循环在仅 10 天内就将人工转接率降低了 15 个百分点。
Leading enterprises are also building on the same proven foundation:多家领先企业也正在基于这一经过验证的基石进行构建：
- BBVA is exploring AI-powered voice support for everyday banking needs in Mexico.BBVA 正在墨西哥探索利用 AI 驱动的语音支持来满足日常银行需求。
- SoftBank is testing natural Japanese-language customer conversations.软银（SoftBank）正在测试自然日语的客户对话体验。
- IAG is exploring timely support during high-demand events such as severe weather.IAG 正在探索在恶劣天气等高需求事件期间提供及时支持。
- 软银（SoftBank）
Before a Presence deployment reaches users, teams can test it against common requests, edge cases, and higher-risk scenarios. Simulations and graders check whether it reached the right outcome, followed policy, used tools correctly, and escalated when appropriate. Guardrails can intervene when an interaction moves outside the company’s boundaries.在 Presence 部署面向用户之前，团队可以针对常见请求、边缘情况和高风险场景进行测试。模拟和评估工具会检查智能体是否达到了预期结果、是否遵循了政策、是否正确使用了工具，以及是否在必要时进行了转接。当交互超出公司设定的边界时，护栏机制会介入干预。
That work does not stop at launch. Production sessions, escalations, and quality signals can show teams where an agent is working well and where it needs attention as policies, products, and user behavior change. Codex using the Presence plugin investigates those signals and suggests updates. Teams can test each proposed change against the version in production, then approve a controlled rollout.这项工作在上线后并未停止。生产环境中的会话、转接记录和质量信号可以帮助团队了解智能体在哪些方面表现良好，以及随着政策、产品和用户行为的变化，哪些方面需要关注。利用 Presence 插件，Codex 会调查这些信号并建议更新。团队可以在生产环境版本上测试每一项建议的变更，然后批准进行受控的发布。
Presence is also designed to learn with you—improving as your business, customers, and employees evolve while the business stays in control. Built on OpenAI’s world-class research, it continues to advance as our models and capabilities improve. When a use case goes beyond what the product supports today, OpenAI Forward Deployed Engineers (FDEs) and partners can work with the customer to bring it into production.Presence 的设计初衷是与您共同成长——随着您的业务、客户和员工的演变而不断改进，同时确保业务始终处于可控状态。它建立在 OpenAI 世界领先的研究基础之上，并随着我们模型和能力的提升而不断进步。当用例超出当前产品支持范围时，OpenAI 前沿部署工程师（FDE）和合作伙伴将与客户携手合作，将其投入生产。
OpenAI Presence is available to eligible enterprise customers as a deployed product through a limited general availability program. Deployments are led by OpenAI Forward Deployed Engineers and select global systems integrators. Presence is not yet available as a self-serve product.OpenAI Presence 目前作为一种部署产品，通过有限的全面可用性计划向符合条件的企业客户提供。部署工作由 OpenAI 前沿部署工程师和精选的全球系统集成商主导。Presence 暂不作为自助服务产品提供。
As we introduce OpenAI Presence, we'll continue supporting voice customers with access to our frontier models through the OpenAI API.在推出 OpenAI Presence 的同时，我们将继续通过 OpenAI API 为语音客户提供访问我们前沿模型的支持。
To explore whether Presence is right for your organization, contact your OpenAI account team.如需探讨 Presence 是否适合您的组织，请联系您的 OpenAI 客户团队。
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