{"id":9534,"date":"2022-09-15T11:12:12","date_gmt":"2022-09-15T15:12:12","guid":{"rendered":"https:\/\/www.nuecho.com\/?p=9534"},"modified":"2022-11-23T18:43:05","modified_gmt":"2022-11-23T22:43:05","slug":"du-chatbot-au-voicebot-plus-quun-peu-de-maquillage","status":"publish","type":"post","link":"https:\/\/www.nuecho.com\/fr\/du-chatbot-au-voicebot-plus-quun-peu-de-maquillage\/","title":{"rendered":"Du chatbot au voicebot: plus qu\u2019un peu de maquillage"},"content":{"rendered":"

Dans notre m\u00e9tier, on entend souvent \u201cApr\u00e8s avoir fait l\u2019assistant vocal, on pourra utiliser le dialogue pour ajouter un chatbot sur notre site!!\u201d ou encore \u201cMaintenant qu\u2019on a notre chatbot, faire un voicebot sera si facile\u201d. \u00c0 premi\u00e8re vue, il suffit d\u2019ajouter ou d\u2019enlever une couche de reconnaissance de la parole (<\/span>speech-to-text<\/span><\/i>, STT) et de synth\u00e8se de la parole (<\/span>text-to-speech<\/span><\/i>, TTS) \u00e0 l\u2019un pour obtenir l\u2019autre. Pourtant, l\u2019exp\u00e9rience nous a appris qu\u2019il faudrait un coup de baguette magique pour que ce soit aussi simple, et \u00e0 travers ce post, j\u2019essaierai de le d\u00e9montrer \u00e0 l\u2019aide de quelques exemples.<\/span><\/p>\n

<\/h2>\n

 <\/p>\n

G\u00e9n\u00e9ration de l\u2019extrant<\/span><\/h2>\n

Pr\u00e9sentation d\u2019informations complexes<\/span><\/h3>\n

Pour un chatbot, il est possible de compl\u00e9menter le texte par des images, des hyperliens, des carrousels, etc. Certains cas d\u2019utilisation, comme l\u2019aide \u00e0 la navigation, ou des suggestions d\u2019achats, sont impensables sans ces outils.<\/span><\/p>\n

Dans d\u2019autres cas, plusieurs interactions vocales pourraient \u00eatre n\u00e9cessaires pour obtenir le m\u00eame r\u00e9sultat qu\u2019un seul extrant visuel complexe. Voici, par exemple, ma meilleure tentative de reproduction extrant pour extrant d\u2019un bot de prise de rendez-vous:<\/span><\/p>\n

\"\"<\/span>\"\"<\/span><\/p>\n

<\/h3>\n

 <\/p>\n

Trac<\/span>es des interactions pr\u00e9c\u00e9dentes<\/span><\/h3>\n

Que fait un chatbot si l\u2019utilisateur est inattentif, a mauvaise m\u00e9moire, ou a oubli\u00e9 de mettre ses lunettes? Rien! L\u2019extrant reste l\u00e0 pour que l\u2019utilisateur le relise comme bon lui semble, ce qui rend certains cas n\u00e9cessaires \u00e0 l\u2019oral tr\u00e8s inutiles \u00e0 supporter \u00e0 l\u2019\u00e9crit:\u00a0<\/span><\/p>\n

\"\"<\/span><\/p>\n

<\/h3>\n

<\/h3>\n

Persona et rendu<\/span><\/h3>\n

La persona (caract\u00e9ristiques d\u00e9mographiques, niveau de langue, personnalit\u00e9) de l\u2019agent virtuel, ainsi que sa coh\u00e9rence, est importante dans les deux modes. Alors qu\u2019en mode textuel il faut penser \u00e0 la facture visuelle du chatbot, en mode vocal, il faut chercher une voix qui repr\u00e9sente les caract\u00e9ristiques d\u00e9sir\u00e9es tout en \u00e9tant naturelle, et cela peut restreindre nos options. Essayer de cr\u00e9er un agent vocal informel, par exemple, peut \u00eatre quasi-impossible, surtout en utilisant le TTS au lieu d\u2019une voix enregistr\u00e9e (qui a aussi ses limitations).<\/span><\/p>\n

 <\/p>\n

 <\/p>\n

<\/h3>\n

Support de multiples canaux<\/span><\/h3>\n

Finalement, m\u00eame si nos cas d\u2019utilisation sont ind\u00e9pendants du canal, notre persona tr\u00e8s simple et notre agent tr\u00e8s verbal, il est clair qu\u2019il faut minimalement pouvoir jouer des messages diff\u00e9rents selon le canal, ne serait-ce que pour inclure du SSML dans les messages audio. Malheureusement, certains engins de dialogue supportent difficilement plusieurs canaux et cela peut faire exploser la complexit\u00e9 d\u2019impl\u00e9menter un agent commun.<\/span><\/p>\n

\"\"<\/p>\n

<\/h2>\n

Interpr\u00e9tation de l\u2019intrant<\/span><\/h2>\n

\u201cQu\u2019en est-il de l\u2019autre sens? L\u2019utilisateur n\u2019enverra pas d\u2019images ou de carrousels au chatbot, s\u00fbrement traiter l\u2019intrant ne peut pas \u00eatre si diff\u00e9rent\u201d. Je r\u00e9pondrai \u00e0 ceci par une dramatisation. Suivons Bob, qui essaie d\u2019exprimer son besoin \u00e0 un agent vocal:<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

Bien entendu, Bob et sa malchance l\u00e9gendaire n\u2019existent pas, mais les cas pr\u00e9sent\u00e9s sont tir\u00e9s de la r\u00e9alit\u00e9. M\u00eame si certains mod\u00e8les de STT peuvent maintenant ignorer les \u201ceuh\u201d, les bruits et les voix secondaires, la transcription comportera toujours son lot d\u2019erreurs.<\/span><\/p>\n

<\/h3>\n

<\/h3>\n

Incertitude<\/span><\/h3>\n

Il existe des moyens de diminuer ces erreurs ou leurs impacts, que ce soit via la configuration de l\u2019engin, des transformations syst\u00e9matiques sur la transcription, ou l\u2019adaptation du mod\u00e8le TALN aux phrases re\u00e7ues. Il reste malgr\u00e9 tout une incertitude suppl\u00e9mentaire li\u00e9e au STT dont il faut tenir compte dans le d\u00e9veloppement d\u2019une application vocale.<\/span><\/p>\n

<\/h4>\n

 <\/p>\n

Strat\u00e9gies de gestion de l\u2019incertitude<\/span><\/h4>\n

Pour augmenter notre confiance en l\u2019interpr\u00e9tation de l\u2019intrant, on utilisera dans le dialogue d\u2019un agent vocal plus de strat\u00e9gies de gestion de l\u2019incertitude que dans un agent textuel. On pense par exemple \u00e0:<\/span><\/p>\n

    \n
  • Ajouter une \u00e9tape de confirmation explicite ou implicite d\u2019une intention ou entit\u00e9<\/span><\/li>\n
  • Ajouter une \u00e9tape de d\u00e9sambigu\u00efsation de l\u2019intrant pour des intentions trop similaires<\/span><\/li>\n
  • Supporter les changements\/corrections<\/span><\/li>\n<\/ul>\n

     <\/p>\n

    \"\"<\/p>\n

     <\/p>\n

    Choix des cas d\u2019utilisation<\/span><\/h4>\n

    Les adresses, les courriels ou les noms de personnes sont des informations difficiles \u00e0 transcrire correctement pour de multiples raisons, mais peu probl\u00e9matiques \u00e0 l\u2019\u00e9crit. Si certaines sont critiques pour un cas d\u2019utilisation, il pourrait \u00eatre tr\u00e8s complexe, risqu\u00e9, ou inad\u00e9quat pour l\u2019exp\u00e9rience utilisateur de l\u2019impl\u00e9menter vocalement.<\/span><\/p>\n

    \"\"<\/p>\n

     <\/p>\n

    Gestion du temps r\u00e9el<\/span><\/h2>\n

    La derni\u00e8re grande diff\u00e9rence entre les conversations vocales et textuelles est la gestion du temps. Une conversation textuelle est asynchrone: l\u2019intrant est re\u00e7u en un bloc, et la r\u00e9ponse qui suit est envoy\u00e9e en un bloc. L\u2019audio, lui, est transmis en continu, le temps doit donc \u00eatre g\u00e9r\u00e9 en cons\u00e9quence.<\/span><\/p>\n

     <\/p>\n

    R\u00e9ponse rapide et exp\u00e9rience utilisateur<\/span><\/h3>\n

    En discussion vocale, il est inhabituel de ne pas avoir de r\u00e9ponse en quelques dixi\u00e8mes de seconde, alors qu\u2019en mode texte, c\u2019est tout \u00e0 fait normal. Un trop long silence au bout du fil est malaisant, et m\u00eame s\u2019il est possible de jouer des sons ou de la musique pour les attentes, entre deux interactions r\u00e9guli\u00e8res, les \u201c…\u201d sont irrempla\u00e7ables. Il est donc beaucoup plus critique en mode voix de s\u2019assurer que le syst\u00e8me est rapide et d\u2019avertir l\u2019utilisateur en cas d\u2019op\u00e9ration plus longue.<\/span><\/p>\n

     <\/p>\n

    Interruptions<\/span><\/h3>\n

    Parce que l\u2019extrant vocal a une dur\u00e9e, l\u2019utilisateur peut essayer d\u2019interrompre un agent vocal. Supporter les interruptions correctement implique une complexit\u00e9 technique additionnelle, mais aussi quelques impacts sur le dialogue. On voudra par exemple faire l\u2019hypoth\u00e8se que si l\u2019utilisateur dit \u201coui\u201d lorsqu\u2019on pr\u00e9sente plusieurs options, cela signifie qu\u2019il choisit la premi\u00e8re, et supporter ce cas.<\/span><\/p>\n

    \"\"<\/p>\n

     <\/p>\n

    Le silence de l\u2019utilisateur<\/span><\/h3>\n

    Quoiqu\u2019un agent virtuel soit immunis\u00e9 au malaise des silences, le traitement de ce qu\u2019on appelle commun\u00e9ment un <\/span>no-input<\/span><\/i> diff\u00e8re grandement selon le mode. En voix, quelques secondes de silence signifient g\u00e9n\u00e9ralement que l’utilisateur h\u00e9site ou que le son de sa voix est trop bas; on jouera donc un message d\u2019aide appropri\u00e9.\u00a0<\/span><\/p>\n

    En mode texte, il est inutile de harceler l\u2019utilisateur de messages d\u2019erreur car l\u2019absence d\u2019intrant est trait\u00e9 comme toute inaction sur un site web: apr\u00e8s un temps d\u00e9termin\u00e9, l\u2019utilisateur sera d\u00e9connect\u00e9 si n\u00e9cessaire, et la conversation termin\u00e9e.<\/span><\/p>\n

     <\/p>\n

    \"\"<\/p>\n

     <\/p>\n

    Alors, finalement\u2026<\/span><\/h2>\n

    Que r\u00e9pond-on alors \u00e0 la question: \u201cQue peut-on r\u00e9utiliser d\u2019un agent vocal pour cr\u00e9er un chatbot ou vice-versa?\u201d La r\u00e9ponse est tr\u00e8s nuanc\u00e9e et un peu d\u00e9cevante. Passer d\u2019un agent vocal \u00e0 un chatbot permettra g\u00e9n\u00e9ralement plus de r\u00e9utilisation car le premier est g\u00e9n\u00e9ralement plus contraignant: peut-\u00eatre qu\u2019il suffira d\u2019adapter un peu les messages, d\u2019ajouter ou d\u2019enlever quelques chemins de dialogues.<\/span><\/p>\n

    Cependant, dans les deux cas, il sera important de prendre un pas de recul et de r\u00e9-\u00e9valuer nos cas d\u2019utilisation et notre persona: sont-ils appropri\u00e9s, faisables et r\u00e9alistes sur ce nouveau canal? Pour ce qui survit \u00e0 ce questionnement, les r\u00e8gles d\u2019affaires et les flux haut-niveau du dialogue pourront probablement \u00eatre r\u00e9utilis\u00e9s. Le mod\u00e8le TALN (donn\u00e9es textuelles, organisation des intentions et entit\u00e9s) et les messages de l\u2019un pourront servir de base \u00e0 l\u2019autre, mais seront appel\u00e9s \u00e0 changer. <\/span>En effet, l\u2019approche devra \u00eatre adapt\u00e9e aux r\u00e9sultats de tests utilisateurs et collectes de donn\u00e9es, afin que l\u2019exp\u00e9rience utilisateur ne souffre pas au profit de la simplicit\u00e9 du d\u00e9veloppement.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

    Dans notre m\u00e9tier, on entend souvent \u201cApr\u00e8s avoir fait l\u2019assistant vocal, on pourra utiliser le dialogue pour ajouter un chatbot sur notre site!!\u201d ou encore \u201cMaintenant qu\u2019on a notre chatbot, faire un voicebot sera si facile\u201d. \u00c0 premi\u00e8re vue, il suffit d\u2019ajouter ou d\u2019enlever une couche de reconnaissance de la parole (speech-to-text, STT) et de […]<\/p>\n","protected":false},"author":19,"featured_media":9515,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[5,69],"tags":[76,75,81,71,78,73,70,74,80,79,72,77],"class_list":["post-9534","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogue","category-dialogflow-fr","tag-agent-virtuel-centre-de-contact","tag-agent-virtuels","tag-cas-dutilisation-agent-virtuels","tag-chatbot-fr","tag-contact-center-automation-fr","tag-design-conversationnel","tag-dialogflow-fr","tag-ia-conversationnelle","tag-modele-nlu","tag-modele-taln","tag-voicebot-fr","tag-voicebot-persona-fr"],"aioseo_notices":[],"yoast_head":"\nDu chatbot au voicebot: plus qu\u2019un peu de maquillage · AI Virtual Voice Experts with Google Dialogflow CX - CCAI - Nu Echo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nuecho.com\/fr\/du-chatbot-au-voicebot-plus-quun-peu-de-maquillage\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Du chatbot au voicebot: plus qu\u2019un peu de maquillage · AI Virtual Voice Experts with Google Dialogflow CX - CCAI - Nu Echo\" \/>\n<meta property=\"og:description\" content=\"Dans notre m\u00e9tier, on entend souvent \u201cApr\u00e8s avoir fait l\u2019assistant vocal, on pourra utiliser le dialogue pour ajouter un chatbot sur notre site!!\u201d ou encore \u201cMaintenant qu\u2019on a notre chatbot, faire un voicebot sera si facile\u201d. \u00c0 premi\u00e8re vue, il suffit d\u2019ajouter ou d\u2019enlever une couche de reconnaissance de la parole (speech-to-text, STT) et de […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.nuecho.com\/fr\/du-chatbot-au-voicebot-plus-quun-peu-de-maquillage\/\" \/>\n<meta property=\"og:site_name\" content=\"AI Virtual Voice Experts with Google Dialogflow CX - 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