Layer 03 · Experience
The Experience Layer.Where the agent meets the customer.
The most common agent-deployment mistake is conflating the agent runtime with the channel. Sales teams want agents in their inbox and Slack. Support wants them inside Service Cloud and the help-center widget. Product wants them embedded in the app UI. One agent. Many surfaces.
Maple architects this layer with Vonage for compliance-aware voice and SMS, Salesforce's Service / Sales / Marketing clouds for the channels you already pay for, and the AIforce / MCP pattern for embedded agentic experiences inside your own product UI. Same agent, same data, surface routed by where the customer actually is.
What We Deliver
Specifically, in an engagement.
- Voice + SMS agentic outreach via Vonage: compliance-aware, with consent + DNC handling built in
- Web chat surfaces backed by Service Cloud Messaging, with Maven AGI for L1 deflection and seamless handoff to human agents
- Embedded agentic experiences inside your own product UI via AIforce and MCP (Salesforce's interface layer, launched at Dreamforce '26)
- Channel-routing intelligence: same agent decides voice vs. SMS vs. email vs. in-app based on customer preference and signal urgency
- Slack and WhatsApp deployments for internal-facing and high-touch external agents
- Conversation-state continuity across channels: agent remembers context whether the customer texts, calls, or opens the app
How it Changes by Industry
Same architecture. Different tuning.
B2B SaaS
In-product agents via AIforce + MCP. Renewal and expansion conversations surfaced in-app, not buried in CRM.
FinTech
Vonage voice with consent capture and call recording into Data 360. Regulated outreach without manual scripts.
HealthTech
Patient outreach across SMS, voice, and portal: HIPAA-compliant orchestration, no PII leaks across surfaces.
How It Connects