Omilia raises $67M to scale its customer support platform
Customer support firm Omilia has raised $67 million in Series B funding to scale its platform, which focuses on practical automation rather than relying solely on generative AI. CEO Dimitris Vassos argues that businesses need a mix of tools to handle simple queries efficiently rather than over-relying on expensive large language models.
Why it matters
This highlights a growing trend in the enterprise software market where companies are prioritizing cost-effective, ROI-focused AI solutions over the 'hype' of generative AI.
The customer support industry has seen a massive influx of startups like Sierra, Decagon and Parloa trying to infuse AI into automating customer calls, chat and messages so companies can handle more queries at scale.
But according to Athens-based Omilia , which has been working on automating voice calls and customer support since 2002, throwing AI at every process can be wasteful. The company’s CEO Dimitris Vassos says that a large proportion of incoming customer support queries involve basic information, such as account balances, and there’s little need to deploy large language models for such tasks.
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