Omilia raises $67M to expand voice-AI customer service

Omilia, an Athens-founded customer support automation company, has secured $67 million in a Series B funding round led by Expedition Growth Capital. This investment follows a $20 million funding round from Grafton Capital in 2020. Since that initial raise, the company has scaled its annual recurring revenue tenfold to reach $60 million. Omilia plans to use the new capital to open a new office in the United States, which represents a major revenue source, and to expand its workforce from 500 employees to 600 by the end of the year. The hiring push will target key leadership roles, including a chief revenue officer, chief marketing officer, and vice president of revenue operations.

Unlike newer competitors like Sierra, Decagon, and Parloa that focus heavily on generative AI, Omilia advocates for a hybrid approach. Chief Executive Officer Dimitris Vassos argues that deploying large language models for basic queries, such as checking account balances, is inefficient. Instead, Omilia builds self-learning agents that utilize a variety of tools across different communication channels. Vassos noted that while some competitors identify strictly as generative AI companies, contact centers actually require a diverse toolkit, famously stating, "if your enemy is near you, you need a knife."

This pragmatic strategy has attracted major enterprise clients, including Capital One, Discover, RBC, DWP, and PSEG. Omilia is also heavily targeting quick-service restaurants, having already deployed its voice-ordering technology across more than 1,000 Taco Bell locations. Despite online rumors of a system glitch that allegedly allowed a customer to order 18,000 cups of water, Vassos denied the incident, stating that company logs show no record of it. Omilia is currently in negotiations to expand its voice-ordering systems to two additional major restaurant chains in the United States.

For customer experience professionals and IT buyers, Omilia's expansion highlights a shift toward cost-effective, hybrid automation architectures. Rather than relying solely on expensive generative AI models that can hallucinate or drive up API costs, practitioners can leverage Omilia's platform to match the complexity of a query with the most efficient tool. This focus on unit economics aims to deliver a clearer return on investment while maintaining reliable voice and chat operations at scale.