Ep 825: New: OpenAI Presence. Has The AI Customer Service Takeover Finally Arrived?
episode
Everyday AI Podcast – An AI and ChatGPT Podcast
30 min
2 speakers
3 chapters
transcribed 1 month ago
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OpenAI announced a new offering yesterday in OpenAI Presence, a service that I thought would make a pretty big splash. Yet in the first 24-ish hours since its announcement, it's been surprisingly silent. I mean, kind of below average chatter online, below average media coverage, nothing really went viral or took off when maybe it should have. But this emerging category needs your attention. So what is OpenAI Presence? Well, it's an enterprise AI platform that lets companies build, deploy, and manage real-time voice and chat agents for customer support, sales, HR, and IT. OpenAI says each agent improves through real-world experience. And I've thought for years that eventually one of the first big disruptions in AI would be customer service.
But the real-time models weren't narrow enough or fast enough or nearly smart enough. Now they are. And the path for disruption is almost impossible to ignore. I mean, customer service has been historically poor quality, slow, not helpful, and seemingly running on pre-internet technology, let alone pre-AI technology. The other main thing worth pointing out, while Anthropic has recently been grabbing headlines by pulling models from subscription, OpenAI is seemingly focusing beyond the model now. So will your company be employing customer service agents anytime soon?
What is OpenAI Presence and why was its launch surprisingly quiet?
And might that be a good thing or a bad thing? Well, let's find out and welcome to Everyday AI. Here's the big picture on what's new. So OpenAI has launched their new presence to automate customer service. So presence lets companies deploy real-time voice and chat agents for support, sales, and internal workflows. And OpenAI says that these things just get smarter the more that your company uses them in the real world interfacing with customers. And right now, customer service, does anyone actually like it? For me, it's almost the bane of my existence. I know I'm going to have to get transferred six times if I have to actually call the company. Those companies that have tried to roll out voice agents were maybe ahead of the curve and the technology really wasn't ready.
So I always thought that AI would be, you know, kind of fitting this huge gap, but it was too early. But now we're actually there because if you haven't used OpenAI's new GPT Live or GPT Real-Time 2 models, you would not know any better. You would say, oh, any AI agent, yeah, I've heard these talking to customer service. They're slow and very robotic. Well, that's not the case anymore. So on today's show, here's what you're going to learn. You're going to know what OpenAI presence actually is and why it's not the new voice model everyone assumes. You're going to know everything that goes into building one of these agents and how OpenAI keeps it in check and how your company can too. You're going to know the one number OpenAI is using to prove presence works and everything that number leaves out and what this could mean for your company, your team, and every customer who maybe calls in if you are using it.
All right, welcome to Everyday AI. If you're new here, my name is Jordan Wilson, and we do this every day. This is your unedited, unscripted daily live stream podcast and free daily newsletter, helping business leaders like you and me keep up with everything that's happening in the world of AI. I tell you what matters, what doesn't. You use that information to grow your company and career. It's a cheat code. So it starts here. But make sure you go to our website at youreverydayai.com. We're going to be recapping the main points of today's show, as well as all of the other AI developments that you need to keep in mind. All right, so open AI presence. Let's get into it, because I'm wondering if the customer service takeover is finally now arriving.
Because we saw some of these earlier products launch, you know, like two or so years ago.
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Chapters
3 chaptersSpeakers
2 identifiedMore from Everyday AI Podcast – An AI and ChatGPT Podcast
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