OpenAI’s New Agent Resolves 75% of Calls But 82% of Enterprises Can’t Inventory Theirs

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OpenAI Launches Presence and Says Its Own Agent Resolves 75% of Calls

OpenAI introduced Presence, a managed enterprise product for deploying voice and chat agents across support, outbound sales, billing, insurance claims, and internal IT workflows. Presence combines policies, approved actions, simulations, guardrails, evaluations, escalation rules, and a Codex-powered improvement loop.

OpenAI says the agent supporting its own English-language phone channel now resolves 75% of inbound issues without human assistance and reduced human handoffs by 15 percentage points in 10 days. Strategically, OpenAI is moving beyond selling models and APIs into high-touch enterprise agent deployment and operations.

Napster’s F1 Ticketing Agent Adds $285,000 in 30 Days

Napster says an AI concierge deployed by Spa Grand Prix handled 17,407 conversations across 21 languages during its first month. The agent increased clickthroughs to checkout by 70%, generated an anticipated $285,000 in incremental revenue, and saved more than 1,200 customer-service hours.

Nearly 700 buyers used its interactive 360-degree seat-selection experience. Strategically, this is unusually concrete evidence that conversational agents can influence high-consideration purchases rather than merely answer support questions.

Deloitte Packages Agent Projects Into 6–8-Week FDE Sprints

Deloitte expanded its Industry Solution Studios and forward-deployed engineering model across six industries. Teams will work alongside clients in six- to eight-week sprints to move agentic concepts into operational deployments.

Strategically, major consultancies are adopting the embedded-engineer model popularized by AI companies, reflecting how much custom integration and workflow redesign enterprise agents still require.

70% of Enterprises Use or Pilot Agents but Just 18% Inventory Them

A WitnessAI survey found that 70% of enterprises are using or piloting autonomous agents, while only 18% have inventoried and approved all agents operating inside their organizations.

Although 91% believe agents increase financial risk, 64% say their value outweighs that risk. Eighty-six percent investigated at least one AI-related incident during the previous year, and 43% reported aggregate costs exceeding $2 million. Strategically, adoption is advancing much faster than governance and accountability.

Some Enterprises Already Run More Agents Than Devices

Vectra AI telemetry found an average of 1.17 AI agents per device, with 35% of observed environments containing more agents than devices. One extreme environment had 96 agents for every device.

The research also found attacker-relevant exposures in 98% of environments and more than 30% of devices unmanaged on average. Strategically, agents and other non-human identities are becoming a material part of the enterprise attack surface.

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