Named Milla, the new assistant is now available on the Brazilian market.
Setrion Software, a company from Santa Catarina and developer of the Milldesk help desk and workflow platform, presents Milla, a generative artificial intelligence integrated contextually into the platform's workflows. The ease of service provided by AI is expected to generate a 10% increase in sales and users for Milldesk.
Milla will support the agent in day-to-day tasks, such as suggesting responses to communications, improving previously written texts, summarizing long conversations to speed up understanding of the call, helping to understand poorly formulated descriptions, suggesting a resolution when the request is finalized, and helping agents understand existing workflows, including pointing out opportunities for improvement to make the flow more dynamic and efficient.
“Milla can be activated as needed, whether it's drafting a communication, understanding a workflow, clarifying customer or colleague questions, finalizing a request, among other things. This way, agents can have AI support throughout their workday, which impacts increased productivity,” says Edsel Simas, CTO of Setrion and Milldesk Help Desk Software.
Milla was developed internally by Setrion Software and uses OpenAI technology through the ChatGPT API. "The AI is enabled by this partnership, but the application and practical use were designed specifically for the Milldesk context," adds Simas.
According to the latest ICT Companies survey, by Cetic.br – Regional Center for Studies on the Development of the Information Society, released in May 2025, the main use of artificial intelligence in Brazilian companies is in the Automation of Workflow Processes (63%) of respondents.
“The launch fulfills requests from clients who wanted a solution that would help analysts accelerate the resolution of calls, regardless of the company's area of operation. With Milla, the analyst begins to operate as a validator, auditor, and modeler of the knowledge that feeds the AI,” concludes Luciano Costa, co-founder of Setrion and Milldesk Help Desk Software.
Milldesk: on a growth trajectory
Recognized in 2023 and 2024 as one of the three best companies in the Help Desk System category by the B2B Awards, Milldesk is a Brazilian SaaS solution that includes a help desk system, service desk, ticket opening system, and a complete workflow platform that integrates all areas of companies.
Currently, Milldesk serves medium to large-sized clients, including companies such as: Estrela Distribuição, Jungheinrich, Orient Relógios, Toli Distribuidora, Vitlog Transportes, Phisalia Cosméticos, MA Máquinas, Apetit Alimentos, among others.
About Setrion
Founded in 2005, Setrion Software is a company from Santa Catarina, Brazil, specializing in the development of SaaS solutions for customer service, help desk, and business workflow management. Its main product, Milldesk, is a nationally recognized 100% platform known in the market for its efficiency, innovation, and adherence to ITIL best practices.
Serving over 600 clients in Brazil and Latin America, across a variety of sectors such as manufacturing, pharmaceuticals, healthcare, government, technology, financial services, and education, Milldesk helps over 80,000 monthly users optimize internal processes, managing approximately 1.6 million notifications and over 125,000 requests each month. Recognized nationally for its technical excellence and customer focus, Setrion Software remains committed to growth and innovation in the Brazilian technology market.
