AI Voice Agent Overview

Last updated: March 23, 2026

Maple's AI voice agent is an intelligent phone system that answers incoming calls for your restaurant, handles customer inquiries, takes orders, and transfers calls to your staff when needed. It works around the clock, handles multiple calls simultaneously, and learns from real interactions to improve over time. This article covers how the voice agent works, what it can do, and how to get the most out of it.

How It Works

When you sign up with Maple, your restaurant is assigned a dedicated AI phone number. You set up call forwarding from your existing business phone number to this Maple number, so customers continue calling the number they already know. When a call comes in, the AI agent picks up, greets the caller with a customizable welcome message, and handles the interaction from there.

The system uses two phone numbers:

  1. Your customer-facing number — Your existing business phone number, which forwards calls to the AI agent.

  2. A handoff/transfer number — A second phone number at your restaurant (your direct line, a cell phone, or even a Google Voice number) where the AI can transfer calls when a customer asks to speak with a staff member or when the situation requires human assistance.

Once call forwarding is configured, the AI automatically answers every incoming call — no manual intervention required.

Key Capabilities

Answering Calls 24/7

The AI voice agent answers every incoming call, 24 hours a day, 7 days a week. It can handle multiple calls simultaneously, so customers never get a busy signal — even during your busiest hours.

Taking Orders

The voice agent can take pickup and delivery orders directly over the phone. For delivery orders, it collects the customer's address and verifies whether it falls within your delivery zone. Orders are processed and sent to your POS system or devices, reducing the time your staff spends on phone conversations.

You can configure payment handling to:

  • Send customers a payment link to pay online after the call

  • Allow customers to pay in-store when they arrive

Answering Customer Questions

The AI is powered by a knowledge base that you configure with information about your restaurant. It can answer common questions such as:

  • Menu items, descriptions, and pricing

  • Hours of operation

  • Parking information

  • Happy hour details

  • Reservation inquiries

  • Any other FAQs you add to the knowledge base

Transferring Calls to Staff

When a customer requests to speak with a person — or when the AI determines a transfer is appropriate — it forwards the call to your designated handoff number. You can also set up conditional transfers based on specific caller intents. For example:

  • Calls about catering can route to one number

  • Calls about large party events can route to another

  • Calls about general inquiries can go to your front desk

If an AI-initiated transfer is missed, the system can automatically send a text notification to a backup contact number so no call falls through the cracks.

Call Recordings and Transcripts

Every call handled by the AI is recorded and a transcript is generated. You can review these in your Maple portal for quality assurance, training, or record-keeping purposes.

Key Settings and Configuration

You can manage your voice agent settings from the Maple portal. Here are the most important areas to configure:

Welcome Message

Customize the greeting sentence callers hear when the AI picks up. You can include your restaurant's name, branding, or any specific messaging you want callers to hear first.

Voice Selection

Choose from four distinct AI voices — two female and two male — each with different tonal qualities and speech speeds. Select the voice that best matches your restaurant's brand.

Transfer Numbers

In the Voice Agents section of your portal, configure:

  • Primary transfer number — Where calls are forwarded when a customer asks for a human

  • Secondary/backup number — Receives a text notification if the primary transfer is missed

Business Hours

Set your operating hours so the AI knows when to accept orders and when to inform callers that the kitchen is closed. The AI itself answers calls 24/7, but order-taking and staff transfers follow your configured hours.

Order-Taking Toggle

You can disable order-taking while keeping the AI active for answering calls and providing information. This is useful if you need to temporarily stop accepting phone orders without turning off the entire system.

Knowledge Base and FAQs

Add your restaurant's frequently asked questions, menu details, and other business information to the knowledge base. The more complete and accurate your knowledge base, the better the AI handles customer inquiries.

Merchant Tools

The Merchant Tools section lets you configure:

  • Basic package settings

  • FAQ entries

  • Ordering preferences (direct ordering vs. payment link)

  • Booking and reservation integration

Testing Before Going Live

Before your AI agent goes live, you'll go through a testing and iteration phase:

  1. Receive your AI phone number — Call it directly to test the system.

  2. Place test orders — Verify that menu items, pricing, and order flow work correctly. Test orders can be placed without actual payment.

  3. Review and provide feedback — Let your Maple team know what changes you'd like.

  4. Iterate — Most merchants go through 1–2 rounds of adjustments before going live.

This process ensures the AI is trained on your specific menu, business information, and operational preferences before it starts handling real customer calls.

Tips for Getting the Most Out of Your Voice Agent

  • Keep your knowledge base up to date. The AI can only answer questions based on the information you provide. Update it whenever your menu, hours, or policies change.

  • Set accurate business hours. Incorrect hours can cause the AI to tell callers you're closed when you're actually open, or vice versa.

  • Add detailed menu descriptions. The more detail you provide for each menu item, the better the AI can describe options to callers and handle specific questions.

  • Review call recordings regularly. Listening to recordings helps you identify areas where the AI could use additional knowledge base entries or where your FAQ responses need refinement.

  • Use conditional transfers strategically. Route specific types of calls (catering, events, complaints) to the right staff member to improve the customer experience.

  • The AI improves over time. Through real customer interactions and continuous model development, the system gets better at handling your restaurant's specific needs the longer it's in use.