OpenAI said on October 27 that Retell AI, a US-based voice AI platform for contact center operations, ranked GPT-6 Astra highest for instruction-following in a benchmark conducted on October 13. Retell also uses OpenAI models for most customer calls.

Retell said OpenAI models generate responses for 80% of calls on its platform, while businesses using Retell achieve resolution rates above 80%.

The company said it now serves more than 4,000 businesses and handles more than 100 million monthly calls. Retell also reported an annual revenue run rate of US$1.6 million per employee.

Retell said its engineers use Codex for research, coding, and debugging.

In the US, the Federal Communications Commission (FCC) said AI-generated human voices fall under existing Telephone Consumer Protection Act (TCPA) restrictions on robocalls and prerecorded voices.

Separate industry reports projected continued growth in the broader call center AI market through 2030.

🔗 Source: OpenAI