Kore.ai vs Omilia (2026)
The decision is whether you are certifying an estate or certifying a transaction. Both vendors have submitted to a formal assessment, a step this category rarely shows, and they submitted different things. Kore.ai has a FedRAMP Moderate authorization, a government operated review of its own control environment against a defined baseline with a sponsoring agency, which is why its security certifications and deployment are documented in detail. Omilia certified a function rather than a platform, taking payment capture to the highest PCI DSS tier with real time redaction so card data is never stored in clear text. One is an assessment of the vendor, the other of a specific thing the vendor does. Where that leaves a buyer is the useful part. Omilia documents slightly more, including accuracy and validation in detail where Kore.ai covers them in part. Yet it names no biometric data regime anywhere while enrolling callers into voice biometrics in markets that regulate voiceprints separately. Certifying how card numbers are handled answers nothing about what a caller is told before their voice becomes a credential.
- The estate is the purchase, not the phone line. Kore.ai spans retail, commercial and wealth management across account support, card servicing, fraud resolution and loan servicing. It runs through more than forty channels and more than three hundred integrations into core banking, payment platforms, risk engines and data warehouses.
- You want the vendor's own environment assessed by a government program. A FedRAMP Moderate authorization carries a defined baseline and a sponsoring agency, which is an admission process rather than a badge. Kore.ai documents its security certifications and where it runs in detail, where Omilia does so in part.
- You want to bring your own models. The platform is positioned as model agnostic with developers able to integrate advanced models of their own choosing, and deployment options including on premises give the institution a route to control that question itself.
- The phone is where your losses and your friction are. Omilia runs a stack built over two decades with more than 300 models trained on banking and finance intents, and documents accuracy and validation more fully than Kore.ai. Its customer evidence includes named users such as two of the largest United States card issuers and a major Canadian bank.
- You want payments over the phone certified rather than merely secure. Payment capture is certified to the highest PCI DSS compliance tier through both speech and keypad, with real time redaction so card data is never stored in clear text, which is an audited certification of the specific function rather than a general assurance.
- Caller authentication is the problem you are buying. Passive and active voice biometrics combine with real time detection of deepfakes, synthetic callers, spoofed numbers and replay attacks, at a depth a general agent platform rarely attempts.
This comparison is published by AI FinTech Index, an independent research platform that publishes independent ratings of AI vendors for financial services. Kore.ai and Omilia are each graded against the same capability taxonomy, from each vendor's own public materials and the regulatory record, under the AI FinTech Index verification standard. No vendor pays for placement, and no vendor has reviewed this page. How this evidence is graded
Plain facts
| Kore.ai | Omilia | |
|---|---|---|
| Primary category | Customer & Banking Agents | Customer & Banking Agents |
| Founded | Not published | 2002 |
| Headquarters | Not published | Larnaca, Cyprus |
| Website | www.kore.ai | omilia.com |
Side by Side
Select any grade to read the note behind it.
| Axis | K Kore.ai |
O Omilia |
|---|---|---|
| AI Centrality | ||
| Autonomy and Oversight Model | ||
| Model Risk Management and Transparency | ||
| Operational and Outcome Evidence | ||
| AI Safety and Data Stewardship | ||
| GLBA and Data Privacy Posture | ||
| Security Certifications and Trust Center | ||
| Regulatory Status and Licensure | ||
| AI Governance and Bias Disclosure | ||
| AI Liability and Recourse | ||
| Model Supply Chain Disclosure | ||
| Core Systems and Integration Depth | ||
| Deployment Model and Data Residency | ||
| Commercial Transparency | ||
| Institution and Segment Coverage |
Product updates
The latest logged changes from each vendor, newest first, each linked to its source.
Kore.ai
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Safety / governance
Kore.ai Agent Platform 1.8.0 gives Autoloop, its evaluation driven loop that proposes improvements to agents, three approval modes.
Source -
Product / capability
Version 1.7.3 of Kore.ai's Agent Platform changes how agents handle several requests in one message: two new settings decide when a request counts as finished and have the supervisor capture every request at once, and the automatic strategy now handles requests one after another and asks the customer when they are ambiguous.
Source -
Product / capability
Version 1.7.2 of Kore.ai's Agent Platform lets builders choose how much of each tool result the model keeps in conversation history (the full result, selected fields or a template summary) and treats workflow and MCP tools as having side effects by default, so retries do not repeat operations and confirmation policies cover them.
Source
The short version of each
Kore.ai
Kore.ai builds an enterprise agent platform on which organizations design, deploy, govern and optimize AI agents. It ships AI for Banking as a pre built application on top for banks and credit unions, carrying banking specific intents, workflows and compliance controls across retail, commercial and wealth management. Coverage spans account support, card servicing, fraud resolution and loan servicing. It reaches more than forty voice and digital channels and connects through more than three hundred integrations. According to the AI FinTech Index, it documents in detail how central AI is to the product, who it serves, its integrations, where it runs and its security certifications. It has a FedRAMP Moderate authorization and PCI DSS certification. It says little about pricing, bias and fairness, the models it is built on, or what happens when it is wrong.
Source: AI FinTech Index, 2026
Omilia
Omilia runs a fully proprietary conversational AI stack for enterprise contact centers, built over two decades and comprising its own speech recognition, voice biometrics, dialogue management and speech synthesis. Its financial services line ships more than 300 models trained on banking and finance intents. It handles payment capture to the highest PCI DSS compliance tier through both speech and keypad, with real time redaction so card data is never stored in clear text. Passive and active voice biometrics combine with real time detection of deepfakes, synthetic callers, spoofed numbers and replay attacks. According to the AI FinTech Index, it documents in detail how central AI is to the product, its customer results, accuracy and validation, and the models it is built on. Named users include two of the largest United States card issuers and a major Canadian bank. It says little about pricing, AI safety, bias and fairness, or what happens when it is wrong.
Source: AI FinTech Index, 2026
Common questions
Is Kore.ai better than Omilia?
They solve different sized problems. Kore.ai is a platform for an agent estate, spanning retail, commercial and wealth across more than forty channels with more than three hundred integrations, backed by a government security authorization. Omilia is a specialist in the voice channel, running its own speech, biometrics, dialogue and synthesis stack with certified payment capture and deepfake resistant caller authentication. If you are standardizing agents across the bank, Kore.ai. If the phone line is the specific problem, Omilia. Graded by AI FinTech Index against the same capability axes from each vendor's own published materials, verified August 23, 2026. No vendor pays for placement.
Has anyone independent assessed either of these?
Both have, and they bought different things, which is the most useful distinction on this page. Kore.ai has a FedRAMP Moderate authorization, a government operated assessment of its own control environment against a defined baseline with a sponsoring agency, plus PCI DSS certification. Omilia has PCI DSS certification at the highest tier for the specific function of capturing a payment over the phone, with real time redaction so card data is never stored in clear text. One examined the platform, the other certified a transaction. Neither has been tested by a financial supervisor, so both document their licenses and regulators only in part. Graded by AI FinTech Index against the same capability axes from each vendor's own published materials, verified August 23, 2026. No vendor pays for placement.
Which one names the regulator it works under?
Neither names one, and for Omilia that is the more consequential silence. It enrolls callers into passive and active voice biometrics, and voice biometrics are separately regulated in several of the markets it serves, yet no financial supervisor, conduct rule or biometric data regime appears in its material. A certification covering how card numbers are handled does not answer what lawful basis supports holding a voiceprint, what callers are told, or whether they can decline enrollment. Kore.ai names no financial supervisor either, and its exposure runs through consumer facing decisions in loan servicing, fraud resolution and card blocking rather than through biometric data. Graded by AI FinTech Index against the same capability axes from each vendor's own published materials, verified August 23, 2026. No vendor pays for placement.
Where does each publish the most, and the least?
Kore.ai publishes most on its AI, who it serves, integrations, where it runs and security certifications. It says little about pricing, bias and fairness, the models it is built on or liability. Omilia publishes most on its AI, customer results, accuracy and validation, and the models it is built on. It says little about pricing, AI safety, bias and fairness or liability. Graded by AI FinTech Index against the same capability axes from each vendor's own published materials, verified August 23, 2026. No vendor pays for placement.
Related comparisons
Other published head to head assessments involving these vendors or their closest peers. The full set for this category is on the Customer & Banking Agents page.
Both vendors have submitted to formal certification, which is rarer in this category than it should be, and both stopped at the edge of what they certified. Kore.ai's FedRAMP Moderate authorization and PCI DSS certification assess the platform's own control environment and its handling of card data. No financial supervisor has tested the banking agents themselves, so its licenses and regulators are documented only in part.
Omilia's certification is narrower and deeper, covering payment capture at the highest PCI DSS tier with real time redaction, and the gap beside it is specific: no financial supervisor, conduct rule or biometric data regime is named anywhere. That matters because voice biometrics are separately regulated in several of the markets Omilia serves and the product enrolls callers into biometric authentication.
A certification of how card numbers are handled says nothing about the lawful basis for holding a voiceprint. Both say little about bias and fairness or about what happens when they are wrong, and the exposures sit in different places. Kore.ai's agents operate at loan servicing, fraud resolution and card blocking, where a fraud resolution agent treating some customers' disputes differently from others produces exactly the uneven outcome fairness testing is meant to catch.
Its marketplace also leaves unstated where responsibility sits when a partner supplied agent tells a bank's customer something wrong. Omilia's published word error rate is an average that says nothing about who sits at its tail, and a caller whose voice authenticates poorly faces additional friction proving they are themselves. Kore.ai also says little about the models it is built on.