Omilia, an Athens-based customer support platform founded in 2002, has raised a $67 million Series B led by Expedition Growth Capital. The company differentiates itself from generative AI startups like Sierra and Decagon by advocating for a multi-tool approach rather than deploying LLMs for every query. CEO Dimitris Vassos argues that many support requests, such as checking account balances, do not require large language models, comparing the situation to using a bazooka when a knife is needed. Omilia builds self-learning agents that work across voice, chat, and messaging channels.

Since its previous $20 million round in 2020, Omilia has grown annual recurring revenue 10x to $60 million. The company claims strong unit economics for both itself and its customers, allowing it to grow without massive cash infusions. Clients include Capital One, Discover, RBC, DWP, and PSEG. Quick-service restaurants are a major focus; Omilia’s voice ordering technology is deployed in over 1,000 Taco Bell outlets. Vassos disputes a reported incident where a customer allegedly ordered 18,000 cups of water, saying Omilia’s logs show no such event.

Omilia will use the new capital to open a U.S. office, expand its go-to-market team, 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. Vassos emphasizes steady growth over short-term hype, aiming to build a foundation for a billion-dollar revenue company in three years.