The Elusive Quest for Customer Service Efficiency Omilia, a Greek company that has been working on automating voice calls since 2002, is taking a contrarian approach to artificial intelligence in customer support.
While many startups are infusing AI into every aspect of service, Omilia believes that this can be wasteful.
According to CEO Dimitris Vassos, many customer support queries involve basic information, such as account balances, and don't require the heavy artillery of large language models.