在近期的DevDay大会上，OpenAI展示了其内部开发的几款AI软件工具，包括GTM Assistant、OpenHouse和Support Agent。这些工具旨在提升销售、客户成功和运营团队的工作效率。尽管OpenAI强调目前这些是内部使用工具，但其潜在的商业化前景引发了市场对SaaS行业竞争格局的担忧。OpenAI表示，在选择内部工具开发或外部购买时持开放态度，并已在使用Salesforce、Workday等第三方服务。GTM Assistant帮助销售团队进行客户互动规划和演示优化，OpenHouse则用于促进员工间的连接和信息获取，Support Agent则提高了客户支持的效率和问题解决率。OpenAI鼓励开发者利用其AgentKit服务构建自己的AI代理。

💡 **内部AI工具的展示与潜在影响**：OpenAI在DevDay大会上展示了其GTM Assistant、OpenHouse和Support Agent等内部AI工具。这些工具的出现，特别是其对销售、客户成功和运营效率的提升作用，引起了市场对OpenAI未来是否会进军SaaS市场的猜测和担忧，导致SaaS投资者出现不安情绪。

🛠️ **GTM Assistant：赋能销售团队**：GTM Assistant是一款帮助OpenAI销售团队提升效率的工具。它能够辅助进行会议规划、客户演示准备以及后续跟进工作。该工具通过吸收优秀销售人员的经验（如“Sophie”）和大量客户演示案例进行训练，并允许员工反馈信息以持续改进，从而将知识传播给更广泛的团队。

🤝 **OpenHouse：促进内部连接与信息流通**：OpenHouse是一款内部HR工具，旨在利用Slack和Workday等现有软件，帮助员工更好地相互连接，并及时了解公司政策和其他信息。通过该工具，员工可以轻松找到在特定地区具有相关知识的同事，从而获得更好的工作支持，例如在出差前获得客户信息。

📈 **Support Agent：优化客户支持效率**：Support Agent用于提高OpenAI客户支持的效率。它通过处理大量客户咨询，有效提升了客户支持的“问题转介率”（ticket deflection rate），意味着更多客户问题能够被快速简便地解决。该工具通过整合客户互动数据并反馈至评估流程，实现了客户支持标准化和知识的内化，从而不断优化服务质量。

🚀 **AgentKit与“找到你的Sophie”**：OpenAI在会议结束时，并未直接推销其内部工具，而是鼓励听众使用OpenAI的AgentKit服务来构建自己的AI代理。这传递了一个核心理念：AI工具的强大之处在于其所蕴含的人类智慧和专业知识，并鼓励开发者从自身组织中发掘和提炼这些“Sophie”式的宝贵经验。

OpenAI showcased internal software tools at its big DevDay conference on Monday.The startup discussed GTM Assistant, OpenHouse, and Support Assistant.SaaS investors freaked out last week when OpenAI showed off its internal software.

OpenAI told the world about its internal workplace tools last week, and since then, the market has been freaking out about whether the AI startup will someday compete with the SaaS industry with its own software tools.

So, at OpenAI's big DevDay conference on Monday, I headed straight to a presentation by Scotty Huhn, who is part of a team that builds tools that help OpenAI's Sales, Customer Success, and Operations teams do their jobs more effectively.

Huhn walked a packed crowd through three OpenAI software tools: GTM Assistant, OpenHouse, and Support Agent.

He made clear these are internal tools at the moment, but after the presentation he was asked whether OpenAI would ever release them as software products in the future. He mostly the dodged the question by saying it is still very early days.

OpenAI wouldn't be the first company to start selling the internal tools it develops to other businesses. Famously, workplace chat giant Slack used to be a game developer called Tiny Speck, and spun out its messaging tool into a full-fledged business (Salesforce bought Slack for nearly $30 billion in 2020).

Huhn also noted in his presentation, and in comments afterwards, that OpenAI is open-minded about build-versus-buy decisions when it comes to workplace software. If there are better tools out there to buy, OpenAI will do that, he said.

Huhn also noted that OpenAI uses Sales Cloud, Salesforce's customer-relationship-management software, as a "source of truth" for the startup's sales teams. OpenAI also uses Workday for HR information, Slack for internal communication, and Databricks for a key data warehousing service, according to his presentation and comments. 

GTM Assistant

The first internal tool Huhn described was OpenAI's GTM Assistant, which helps the startup's go-to-market sales team work more efficiently. 

He said some of the skills that were distilled for this tool came from a talented human sales employee called Sophie. 

The tool helps staff with planning for meeting potential clients, customer demos, and follow-ups after these touchpoints. 

Another real human employee at OpenAI had developed about 100 customer demos, and the startup used these to train its GTM Assistant tool to create better demos. Now, this knowledge has been spread among the broader team, which numbers more than 400, Huhn explained. 

Any missing stuff can be called out by employees and fed back into the system, constantly improving it, he added. 

OpenHouse

Next up was OpenHouse, an internal HR tool that taps into existing workplace software, such as Slack and Workday, to help employees connect with each other better and keep up with company policies and other information.

In one example, Huhn shared a recent sales trip to New York. He used OpenHouse to ask if any colleagues there knew about customers and topic areas relevant to his upcoming meetings. 

OpenHouse suggested four or five staffers, and Huhn reached out to a specific person who helped him prepare better. 

Support Agent

The final tool Huhn discussed was Support Agent, which makes OpenAI's customer support operation more efficient. 

He showed a chart of customer support tickets over the past year or so, with a huge spike in the spring when OpenAI introduced a new image-generation tool, and usage spiked. Interestingly, there was another huge spike in recent weeks, per the chart. 

The tool has improved OpenAI's support ticket deflection rate, which measures how many customer requests are dealt with quickly and easily. 

More customer questions have been solved, and positive reviews are way up, according to data Huhn shared during the presentation. 

The tool has helped OpenAI bake standards and knowledge into its customer support operation, partly by taking interactions and feeding them back into evaluation processes at the end, which improves the system over time. 

"Find your Sophie"

Huhn finished by pitching the audience on using AI in general to improve their own operations. 

Rather than selling these specific internal tools, he encouraged developers to use OpenAI's AgentKit service to build their own agents.

He stressed that the skills OpenAI distilled into its own AI tools ultimately came from the startup's employees, including that talented sales staffer, Sophie. 

"Find your Sophie," Huhn said. 

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