Omilia Raises $67M to Scale Customer Support Platform

Omilia, which has been automating voice calls and customer support since 2002, argues that deploying AI for every query is wasteful, noting that many requests are simple, like checking account balances, and do not require large language models. CEO Dimitris Vassos compares the approach to having multiple tools, not just a bazooka. The company has raised $67 million in a Series B led by Expedition Growth Capital, following a $20 million round in 2020. Since then, its annual recurring revenue has grown 10x to $60 million. Omilia's clients include Capital One, Discover, RBC, DWP, and PSEG, and it has deployed its voice-ordering tech at over 1,000 Taco Bell outlets, with talks for two more quick-service restaurant clients. Vassos denied a reported incident at Taco Bell involving an order of 18,000 cups of water. The fresh funding will be used to open a new U.S. office and hire a chief revenue officer, chief marketing officer, and VP of revenue operations. The company currently has about 500 employees and expects to reach 600 by year-end.