Omilia has raised a $67 million Series B as the customer support market keeps moving toward AI-powered calls, chats and messages. The Athens-based company is not new to the category: it has worked on automating voice calls and customer service since 2002.
The funding comes as startups including Sierra, Decagon and Parloa push AI deeper into customer operations. Omilia’s pitch is more selective. Its CEO Dimitris Vassos argues that many support requests are simple enough that large language models are not always the right tool.
A funding round built on existing revenue
The new round was led by Expedition Growth Capital. It is only the second time Omilia has raised capital, following a $20 million round from Grafton Capital in 2020.
Since that earlier raise, Omilia says it has increased annual recurring revenue by 10x to $60 million. The company currently has around 500 employees and expects headcount to reach 600 by the end of the year.
That growth profile is central to how Omilia wants to be understood. Vassos says the company’s differentiation is tied to strong unit economics for Omilia and its customers. In his view, that has allowed the business to avoid the larger cash infusions seen elsewhere in the market.
Why Omilia is not treating every task as generative AI
Customer support is full of repetitive requests. Vassos points to basic information needs, such as account balances, as examples of work that may not require large language models.
That does not mean Omilia is avoiding AI. The company has expanded into self-learning agents that can work across different customer contact points. The distinction is about choosing the right tool for the job, especially in contact centers where speed, cost and reliability all matter.
Vassos contrasted Omilia’s approach with companies that identify primarily as generative AI businesses. He said Omilia will use available tools broadly, rather than limiting itself to one kind of AI system.
For buyers, the practical question is not whether a platform uses AI. It is whether the deployment improves service while making economic sense. Vassos said companies that can show real ROI will be the ones that prevail in the next few years.
Where the platform is being used
Omilia’s customers include Capital One, Discover, RBC, DWP and PSEG. The company is also focused on quick-service restaurants that use voice-based ordering.
Taco Bell is already an Omilia client, and Omilia has deployed its technology across more than 1,000 outlets. Vassos also said the company is in talks with two more quick-service restaurants in the U.S.
That market shows both the opportunity and the risk of AI in customer interactions. In Taco Bell’s case, a reported ordering-system issue allowed a customer to order 18,000 cups of water last year.
Vassos maintains that the incident never happened and said Omilia’s logs did not show it. TechCrunch said it reached out to Taco Bell for clarification and would update its story if it heard back.
How Omilia plans to use the money
Omilia plans to use the fresh capital to open a new office in the U.S. The U.S. already accounts for a significant chunk of the company’s revenue, according to the source article.
The company will also expand its go-to-market team. It is hiring a chief revenue officer, a chief marketing officer and a VP of revenue operations.
Those hires point to a company preparing for more commercial expansion rather than only more product development. With revenue already at $60 million in annual recurring revenue, the next phase is about turning existing traction into a larger operating footprint.
The bigger bet
Omilia’s message is that customer support automation should be judged by outcomes, not by how closely it follows the latest AI trend. The company is still building AI agents, but it is presenting those agents as part of a broader toolbox.
That matters in a market where customer calls, chats and messages can vary widely in complexity. Some interactions may need richer systems. Others may be handled more efficiently with simpler automation.
Vassos said Omilia cares about steady growth and building the foundations for a billion-dollar revenue company in the next three years. The $67 million Series B gives the company more room to test that strategy in the U.S. and beyond.