Athens-based Omilia announced a $67 million Series B round led by Expedition Growth Capital. The company, which has been developing automated voice-call and customer support technology since 2002, will use the funding to build out self-learning agents that operate across multiple customer contact points and to expand its U.S. presence.
Funding history and financials
- This Series B is Omilia's second major funding round; the company previously raised $20 million from Grafton Capital in 2020.
- Since that round, Omilia says it has increased its annual recurring revenue (ARR) tenfold to roughly $60 million.
A pragmatic view on AI
Dimitris Vassos, chief executive officer of Omilia, argues that not every customer-support task requires large language models. He notes that a significant share of incoming queries are simple information requests, such as account balances, where deploying heavy generative AI is unnecessary and cost-inefficient.
"We will use any available weapon to win the battle for customer service. Companies like Sierra, Decagon, etc. identify as generative AI companies. Their sole purpose is to deploy generative AI and limit themselves. You may have a bazooka, but if your enemy is near you, you need a knife," Vassos said, stressing the need for multiple, task-appropriate tools in contact centers.
Product deployment and clients
Omilia is focusing on multi-channel, self-learning virtual agents that handle voice calls, chat, and messages. Its client roster includes Capital One, Discover, RBC, DWP, and PSEG.
Quick-service restaurants adopting voice-based ordering are a growing focus area. Omilia already works with Taco Bell and reports deploying its technology across more than 1,000 outlets; the company says it is in talks with two more quick-service restaurant chains in the U.S.
Incidents and verification
The article references a reported Taco Bell ordering glitch last year that allegedly allowed a customer to order 18,000 cups of water. Vassos disputes that this incident occurred and says Omilia's logs show no evidence of it. The company is seeking clarification from Taco Bell.
Use of proceeds and hiring
Omilia will use the new capital to open a U.S. office—important because the U.S. accounts for a significant portion of the firm's revenue—strengthen its go-to-market organization, and recruit senior commercial leaders, including a chief revenue officer, chief marketing officer, and a VP of revenue operations.
The company currently employs about 500 people and expects headcount to reach 600 by year-end.
Conclusion
With this $67 million injection, Omilia is betting on a pragmatic, ROI-focused AI strategy: scaling multi-channel, self-learning agents for enterprises while emphasizing unit economics over marketing-driven generative-AI positioning.
