Omilia 融资 6700 万美元，扩展其客服自动化平台

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Omilia 融资 6700 万美元，扩展其客服自动化平台

TechCrunch：AI（RSS）Aioga 编辑团队2026-08-06T12:00:00.000Z热度 54

雅典客服自动化公司 Omilia 完成 6700 万美元 B 轮融资，由 Expedition Growth Capital 领投。该公司自 2002 年起从事语音与客服自动化...

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今日 AI 情报摘要

雅典客服自动化公司 Omilia 完成 6700 万美元 B 轮融资，由 Expedition Growth Capital 领投。

该公司自 2002 年起从事语音与客服自动化，主张按需选用工具而非一律部署大模型，客户包括 Capital One、Discover、RBC 及 Taco Bell（已覆盖超 1000 家门店）。

中文正文 · AI 翻译

客户支持行业已经看到大量初创公司如 Sierra、Decagon 和 Parloa 尝试将 AI 融入自动化客户电话、聊天和消息中，以便公司能够大规模处理更多查询。

但根据总部位于雅典的 Omilia（https://omilia.com/）的说法，该公司自 2002 年起一直致力于自动化语音通话和客户支持，将 AI 投入每个流程可能是一种浪费。公司 CEO Dimitris Vassos 表示，大部分进来的客户支持查询都是涉及基本信息的内容，如账户余额，对于这些任务几乎无需部署大型语言模型。

“我们会使用任何可用的武器来赢得客户服务的战斗。像 Sierra、Decagon 等公司被归类为生成式 AI 公司。它们唯一的目的就是部署生成式 AI，并且自我限制。你可能有一支火箭筒，但如果敌人就在你身边，你就需要一把刀。这就是呼叫中心的现实，你需要多种工具，”他说。

Omilia 本身已经将其业务扩展到构建可以在不同客户接触点工作的自学习代理。为了实现这一目标，该公司现在已完成由 Expedition Growth Capital 领投的 6700 万美元 B 轮融资。

这是公司继 2020 年从 Grafton Capital 筹集 2000 万美元（https://techcrunch.com/2020/05/04/omilia/）后的第二次融资。自那以来，公司已将年经常性收入提高了 10 倍，达到 6000 万美元。

Vassos 表示，Omilia 的关键差异在于其自身和客户的出色单元经济效益，并且由于这种方法，与竞争对手相比，它无需大量现金注入。

“在未来几年，我们将看到能够提供真正投资回报率的公司胜出。我们并不介意自己现在在 LinkedIn 上没有 ElevenLabs 和 Sierra 那么吸引眼球。我们关心的是稳步增长，并为未来三年打造一个十亿美元收入公司的基础，”Vassos 说。

Omilia 的客户包括 Capital One、Discover、RBC、DWP 和 PSEG，Vassos 表示，那些采用基于语音点餐的快餐店现在是公司的重点。该公司已经拥有 Taco Bell 作为客户，并已在 1000 多家门店部署了其技术。Vassos 表示，公司正在与美国另外两家快餐店进行洽谈。

但人工智能的部署可能成败参半。在 Taco Bell 的案例中，据报道其点餐系统的一次故障去年允许一位顾客订购了 18,000 杯水：https://www.wsj.com/business/hospitality/taco-bells-plan-to-win-back-customers-after-cyclospora-illness-outbreak-a7ab5ae6。

Vassos 坚称此事件从未发生，Omilia 的日志也未显示此情况。我们已联系 Taco Bell 以澄清，如果收到回复，我们将更新报道。

Omilia 将利用这笔新资金在美国开设新办公室，该市场占其收入的很大一部分。公司还将加强其市场拓展团队，并正在招聘首席营收官、首席营销官和营收运营副总裁。

目前公司约有 500 名员工，预计年底员工人数将达到 600 人。

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Ivan 在 TechCrunch 报道全球消费科技发展。他常驻印度，曾在 Huffington Post 和 The Next Web 等出版机构工作。

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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：https://omilia.com/, 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.

“We will use any available weapon to win the battle for customer service. Companies like Sierra, Decagon, etc. identify as generative AI companies. Their sole purpose is to deploy generative AI and limit themselves. You may have a bazooka, but if your enemy is near you, you need a knife. This is the reality of the contact center, where you need multiple tools,” he said.

Omilia itself has expanded its operations to building self-learning agents that can work across different customer contact points. To build that out, the company has now raised a $67 million Series B led by Expedition Growth Capital.

This round is the company’s second time raising capital after it raised $20 million from Grafton Capital in 2020：https://techcrunch.com/2020/05/04/omilia/. Since then, it has managed to increase its annual recurring revenue by 10x to $60 million.

Vassos says Omilia’s key differentiation lies in having great unit economics for both itself and its customers, and thanks to this approach, it hasn’t needed large cash infusions as compared to its competitors.

“In the next few years, we will see the companies that can offer real ROI prevail. We don’t mind that we’re not as sexy as ElevenLabs and Sierra on LinkedIn right now. We care about growing steadily and building the foundations for a billion-dollar revenue company in the next three years,” Vassos said.

Omilia’s clients include Capital One, Discover, RBC, DWP, and PSEG, and Vassos said quick-service restaurants that have adopted voice-based ordering are now a big focus. The company already has Taco Bell as a client, and has deployed its tech across more than 1,000 outlets. Vassos said that it is in talks with two more quick-service restaurants in the U.S.

But AI deployments can be quite hit or miss. In Taco Bell’s case, a snafu in its ordering system reportedly allowed a customer to order 18,000 cups of water last year：https://www.wsj.com/business/hospitality/taco-bells-plan-to-win-back-customers-after-cyclospora-illness-outbreak-a7ab5ae6.

Vassos maintains this incident never took place, and Omilia’s logs didn’t show it. We have reached out to Taco Bell to clarify, and we will update our story if we hear back.

Omilia will use the fresh cash to open a new office in the U.S., a market that accounts for a significant chunk of its revenue. It will also bolster its go-to-market team, and is hiring a chief revenue officer, chief marketing officer, and a VP of revenue operations.

The company has around 500 employees at the moment and expects its headcount to reach 600 by the end of the year.

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Ivan covers global consumer tech developments at TechCrunch. He is based out of India and has previously worked at publications including Huffington Post and The Next Web.

You can contact or verify outreach from Ivan by emailing im@ivanmehta.com：mailto:im@ivanmehta.com or via encrypted message at ivan.42 on Signal.

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情报判断

Aioga 编辑摘要

总部位于雅典的客服自动化公司 Omilia 宣布完成6700万美元B轮融资，由 Expedition Growth Capital 领投。该公司表示将把业务扩展至可在不同客户接触点工作的自学习代理，并继续服务语音和客户支持自动化场景。

背景分析

Omilia 自2002年起从事语音通话与客户支持自动化。其CEO认为，账户余额等基础咨询未必需要调用大语言模型，客服中心应按任务组合使用多种工具。公司称，其年度经常性收入自2020年融资后增长10倍至6000万美元。

Aioga 观点

Aioga 判断，这轮融资的重点不仅是生成式AI叙事，而是客服自动化在成本效率与可量化回报上的竞争。Omilia强调针对不同任务选用不同技术路线，可能反映企业客户对部署成本和实际服务效果的持续关注。

影响与后续

值得关注的是，客服自动化赛道已有多家创业公司试图将AI用于电话、聊天和消息处理。Omilia披露的客户包括Capital One、Discover、RBC、DWP、PSEG及Taco Bell；其中Taco Bell的部署已覆盖超过1000家门店，快餐语音点单成为其重点方向。后续可关注Omilia是否披露本轮资金的具体使用安排，以及其自学习代理在不同客户接触点的落地范围。公司称正与另外两家美国快速服务餐饮企业洽谈，合作是否达成及部署规模将是判断其餐饮扩张进展的信号。