Case Study
How humans at me&u save 630 hours of busy work per month with Inferable
me&u, a leading hospitality technology provider serving 6000+ venues, transformed their customer support operations with Inferable's LLM orchestration platform, achieving dramatic efficiency improvements across their operations.
75%
Reduction in invoice processing time
4.5x
Higher volume with same team size
630 hrs
Time saved per month
About me&u
me&u provides innovative hospitality sales and marketing tools that help bars, pubs, and restaurants create exceptional guest experiences. Their comprehensive platform includes mobile ordering and payment solutions (Order & Pay), QR code payments (Pay), staff upselling tools (Crew), two-way ordering capabilities (Flex), multi-vendor solutions for food halls, and marketing tools including their CRM system (Connect) and loyalty programs (Reward).
As their customer base expanded to over 6000 hospitality venues, me&u's support team faced mounting pressure. Their specialized technical team of 4-5 people was responsible for handling customer support tickets through their Zendesk platform and reconciling financial transactions through their proprietary "Manage" platform. This small team was increasingly stretched thin as ticket volumes grew, threatening their ability to maintain service levels.
The Challenge
Prior to implementing Inferable, me&u faced several critical operational challenges that were impacting their ability to scale efficiently.
Manual, Time-Consuming Processes
Support agents spent an average of 45 minutes handling each proactive ticket and between 15-45 minutes processing each invoice request. These workflows involved complex, repetitive tasks that required technical expertise but weren't the best use of their specialized team's capabilities.
Increasing Volume Pressure
Invoice requests grew dramatically from approximately 10 to 45 per day in Q1 2025, creating significant strain on the existing team. With a monthly volume approaching 1,350 invoices (up from just 300), maintaining response times became increasingly difficult.
Technical Integration Barriers
me&u's internal operations platform had limited API access, and existing interfaces created reliability issues. Many processes required manual browser interactions rather than programmatic access, and human agents needed to work across both Zendesk and Manage platforms.
The Solution
After evaluating several options, me&u selected Inferable for its comprehensive orchestration capabilities, focusing on two key workflows that were creating significant operational bottlenecks.
Proactive Ticket Handling
me&u implemented an Inferable workflow that automatically processes incoming support tickets from Zendesk, using structured data extraction to evaluate ticket content and extract key information. Custom tools were developed to interact with internal systems, with a human-in-the-loop approval process for critical decisions.
Invoice Processing Workflow
This workflow identifies and classifies incoming invoice requests, uses structured outputs to extract relevant data from attached documents, validates the extracted information against business rules, reconciles information in the internal systems of record, and updates ticket status and communication with the customer.
Core Inferable Capabilities
Both implementations leveraged stateful workflow orchestration, LLM-based React agents for handling non-deterministic paths, structured outputs for data extraction, human-in-the-loop capabilities for approval and intervention, and end-to-end observability for monitoring workflow execution.
The Results
The implementation of Inferable delivered substantial, measurable improvements that transformed me&u's support operations and created capacity for continued growth.
Proactive Ticket Handling
Average handling time decreased from 45 minutes to just 15-20 minutes per ticket (55% reduction)
850 tickets successfully processed through the new system
Over 400 hours of specialized technical staff time saved, reducing total processing from 637 hours to just 212.5 hours
Invoice Processing
Processing time reduced from 15-45 minutes to a consistent 5 minutes per ticket (75% reduction)
Monthly volume grew from 300 to approximately 1,350 tickets (4.5x increase) with no additional headcount
230 hours monthly freed up that can be redirected to higher-value activities
Incorporating Inferable has drastically reduced our handling times, saving us hundreds of hours monthly and allowing our technical team to focus on more complex issues, significantly increasing my team's throughput.
Anindita Dewakanya
Senior Manager, Support Operations at me&u
Integration Challenges and Solutions
As a global hospitality technology provider, me&u operates under strict security and compliance requirements, particularly in jurisdictions like California and the European Union. Data residency was a major concern, as customer information needed to remain within specific geographic boundaries to maintain compliance with regulations like GDPR and CCPA.
Technical Challenges
Restricted API access to customer portal
Browser-based interactions instead of clean API calls
Inconsistent APIs creating reliability issues
Reconciliation challenges between Zendesk and Manage systems
Inferable Solutions
On-premise deployment in private AWS VPCs for data control
Fault-tolerance features to handle API inconsistencies
Durable workflows for caching interim results and preventing duplicates
Custom tools to bridge API gaps with human-in-the-loop checkpoints
Key Technical Innovation
A key technical innovation in the implementation was Inferable's integration with me&u's observability stack and custom telemetry. By accessing and analyzing telemetry data, the system could identify patterns and fill information gaps automatically. When information was missing from direct customer inputs, the combination of customer data and telemetry signals provided the necessary context to complete workflows. This capability alone saved the internal operations team hundreds of hours of manual checking and verification that would otherwise be required.