Otonomee's journey featured in Think Business Podcast

In this episode of the Thinkbusiness.ie podcast, Aidan O'Shea and Hilary O'Shea, founders of Otonomee, share how they built a $20m, 650-people global business from Cork by rethinking the traditional outsourcing model.

Designed as a remote-first company from day one, Otonomee has been able to scale internationally at speed, tapping into global talent and supporting clients across multiple time zones. But as the customer support industry undergoes rapid transformation, particularly with the rise of AI, their focus is shifting toward higher-value, more complex services that automation cannot replace.

Rather than seeing AI as a threat, the O’Sheas view it as a catalyst for evolution.

As Aidan explains, “We want to be positioned as the leading partner for companies that have 60–70% automation in their customer support. The 30–40% that remains is really complex.” Hilary reinforces this, noting that Otonomee was built to deliver “a premium, complex service,” with highly skilled teams solving technical, non-transactional challenges.

With AI now embedded across all client contracts, the opportunity lies in helping businesses navigate and implement these rapidly evolving technologies. In a landscape often defined by uncertainty, Otonomee’s ability to combine human expertise with AI capability positions it to not just adapt—but lead—the future of customer experience.

Read the full article: Otonomee - Remote-first scaling global growth podcast.