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.
