Omilia raises $67M to scale practical AI customer support platform

Omilia, the Athens-based customer support automation firm, has raised $67 million in a Series B round led by Expedition Growth Capital. While many competitors like Sierra, Decagon, and Parloa position themselves as pure generative AI companies, Omilia CEO Dimitris Vassos argues that throwing LLMs at every query is wasteful. Instead, the company uses a mix of traditional rule-based systems, intent recognition, and LLMs — deploying the right tool for each interaction. Since its 2020 Series A of $20 million, Omilia has grown annual recurring revenue 10x to $60 million, all while claiming better unit economics than its flashier rivals.

The fresh capital will fuel a new U.S. office, expand go-to-market efforts, and add key hires like a chief revenue officer. Omilia's clients include Capital One, Discover, RBC, DWP, and PSEG, and it has deployed voice ordering technology at more than 1,000 Taco Bell locations. The company is also in talks with two more QSR brands in the U.S. Despite this growth, Vassos remains focused on steady, profitable expansion rather than hype: "We don't mind that we're not as sexy as ElevenLabs and Sierra on LinkedIn right now." With roughly 500 employees today, Omilia expects to reach 600 by year-end and aims to build a billion-dollar revenue business within three years.