Customer support is becoming one of the fastest-growing areas for AI adoption, with companies using technology to automate calls, chats, and other customer interactions.
Athens-based Omilia is taking a different approach. Instead of relying on generative AI for every customer request, the company believes businesses should use different technologies depending on the complexity of each interaction.
The company has raised $67 million in Series B funding, led by Expedition Growth Capital, as it looks to expand its customer support platform and strengthen its presence in the United States.
Building a Different Approach to AI Customer Support
Omilia has been developing technology for automated customer interactions since 2002. Its platform is designed to handle customer conversations across multiple channels, including voice and digital support.
CEO Dimitris Vassos argues that not every customer request requires a large language model.
Many support interactions involve straightforward requests, such as checking an account balance or retrieving basic information. For these tasks, Omilia believes simpler and more specialized systems can provide better economics while still delivering a fast customer experience.
The company is now expanding beyond traditional automation by developing self-learning AI agents that can work across different customer contact points.
Funding to Expand the Platform
The new funding represents Omilia’s second major financing round. The company previously raised $20 million from Grafton Capital in 2020.
Since that investment, Omilia says it has increased its annual recurring revenue tenfold to approximately $60 million.
Vassos said the company’s focus is on building strong unit economics for both Omilia and its customers rather than prioritizing rapid expansion at any cost.
The company believes this approach could become increasingly important as enterprises demand measurable returns from their AI investments.
Competing in a Crowded AI Market
Omilia operates in an increasingly competitive customer support market.
Startups including Sierra, Decagon, and Parloa are also developing AI systems designed to automate customer service operations.
While many competitors are positioning generative AI as the foundation of their products, Omilia is emphasizing a broader technology approach that combines different tools based on the type of customer interaction.
The strategy reflects a growing debate in enterprise AI: whether companies should use increasingly powerful models for every task or combine AI with more specialized technologies to improve efficiency.
Expanding Into More Customer Service Workflows
Omilia already serves large organizations including Capital One, Discover, RBC, DWP, and PSEG.
Quick-service restaurants have also become an important area of growth for the company. Omilia’s technology is used by Taco Bell across more than 1,000 locations for voice-based ordering.
The company is also in discussions with two additional quick-service restaurant operators in the United States.
The Taco Bell deployment previously attracted attention following reports of an incident involving an unusually large water order. Vassos disputed that the incident occurred and said Omilia’s internal logs did not show it.
U.S. Expansion Becomes a Priority
Omilia plans to use the new funding to establish another office in the United States, where the company generates a significant portion of its revenue.
The company also intends to strengthen its go-to-market operations as it expands its commercial presence.
Omilia is hiring for several senior positions, including a Chief Revenue Officer, Chief Marketing Officer, and Vice President of Revenue Operations.
The company currently has around 500 employees and expects that number to reach approximately 600 by the end of 2026.
Building Toward Long-Term Enterprise AI Growth
Omilia’s latest funding round highlights how the customer support market is moving beyond simple AI experimentation.
For enterprises, the focus is increasingly shifting toward systems that can automate high-volume interactions while keeping costs under control and delivering measurable business value.
With its long operating history, growing customer base, and expanded focus on AI agents, Omilia is positioning itself to compete in the next stage of enterprise customer service automation.
The company’s strategy is less about using the most powerful AI model for every problem and more about choosing the right technology for each customer interaction.