{"id":15611,"date":"2025-02-02T12:45:00","date_gmt":"2025-02-02T17:45:00","guid":{"rendered":"https:\/\/voxpria.com\/docs\/training-your-agent-2\/"},"modified":"2026-07-10T00:47:26","modified_gmt":"2026-07-10T05:47:26","password":"","slug":"training-your-agent","status":"publish","type":"docs","link":"https:\/\/voxpria.com\/fr\/docs\/training-your-agent\/","title":{"rendered":"Entra\u00eener votre agent pour une meilleure performance"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/voxpria.com\/wp-content\/uploads\/2026\/07\/knowledge-base-fr-scaled.png\" alt=\"Base de connaissances\" class=\"wp-image-15243\"\/><figcaption class=\"wp-block-image__caption\">Rattachez une base de connaissances pour que votre agent r\u00e9ponde \u00e0 partir de votre propre contenu.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;entra\u00eenement de votre agent IA est essentiel pour une performance optimale. De plus, un meilleur entra\u00eenement donne lieu \u00e0 des conversations plus naturelles et \u00e0 des taux de r\u00e9ussite plus \u00e9lev\u00e9s. Dans ce guide, nous vous montrons comment entra\u00eener efficacement votre agent \u00e0 l&rsquo;aide des puissants outils d&rsquo;entra\u00eenement de VoxPria.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi l&rsquo;entra\u00eenement est important<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Les agents pr\u00eats \u00e0 l&#8217;emploi conviennent aux sc\u00e9narios simples. Cependant, l&rsquo;entra\u00eenement aide les agents \u00e0 comprendre le contexte pr\u00e9cis de votre entreprise. Ainsi, les agents entra\u00een\u00e9s offrent de meilleures exp\u00e9riences \u00e0 la client\u00e8le.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Avantages de l&rsquo;entra\u00eenement :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Meilleure compr\u00e9hension<\/strong> \u2014 Reconna\u00eet la terminologie propre \u00e0 votre secteur<\/li>\n<li><strong>R\u00e9ponses pr\u00e9cises<\/strong> \u2014 Fournit des r\u00e9ponses correctes aux questions de la client\u00e8le<\/li>\n<li><strong>Conversations naturelles<\/strong> \u2014 G\u00e8re les variations dans la fa\u00e7on dont les gens posent leurs questions<\/li>\n<li><strong>Moins de transferts<\/strong> \u2014 R\u00e9sout davantage de cas sans aide humaine<\/li>\n<li><strong>Satisfaction accrue<\/strong> \u2014 La client\u00e8le re\u00e7oit un meilleur soutien<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Acc\u00e9der \u00e0 l&rsquo;entra\u00eenement de l&rsquo;agent<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Tout d&rsquo;abord, acc\u00e9dez \u00e0 la section d&rsquo;entra\u00eenement de votre agent. De plus, vous pouvez entra\u00eener les agents en tout temps :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Allez \u00e0 <strong>BUILD \u2192 Agents<\/strong><\/li>\n<li>S\u00e9lectionnez l&rsquo;agent que vous souhaitez entra\u00eener<\/li>\n<li>Cliquez sur l&rsquo;onglet <strong>\u00ab Entra\u00eenement \u00bb<\/strong><\/li>\n<li>Vous verrez quatre m\u00e9thodes d&rsquo;entra\u00eenement offertes<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00e9thode d&rsquo;entra\u00eenement 1 : base de connaissances<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">T\u00e9l\u00e9versez des documents contenant l&rsquo;information dont votre agent a besoin. De plus, il s&rsquo;agit de la m\u00e9thode d&rsquo;entra\u00eenement la plus puissante :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quoi t\u00e9l\u00e9verser :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Questions fr\u00e9quentes<\/strong> \u2014 Questions et r\u00e9ponses courantes<\/li>\n<li><strong>Documentation produit<\/strong> \u2014 Sp\u00e9cifications et d\u00e9tails<\/li>\n<li><strong>Politiques de l&rsquo;entreprise<\/strong> \u2014 Proc\u00e9dures et lignes directrices<\/li>\n<li><strong>Information sur les services<\/strong> \u2014 Heures, emplacements, offres<\/li>\n<li><strong>Guides de d\u00e9pannage<\/strong> \u2014 Probl\u00e8mes courants et solutions<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Types de fichiers pris en charge :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Documents PDF<\/li>\n<li>Documents Word (.docx)<\/li>\n<li>Fichiers texte (.txt)<\/li>\n<li>Fichiers Markdown (.md)<\/li>\n<li>Pages Web (coller l&rsquo;URL)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Comment t\u00e9l\u00e9verser :<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab T\u00e9l\u00e9verser la base de connaissances \u00bb<\/strong><\/li>\n<li>Glissez-d\u00e9posez des fichiers ou cliquez pour parcourir<\/li>\n<li>S\u00e9lectionnez plusieurs fichiers \u00e0 la fois<\/li>\n<li>Attendez le traitement (habituellement quelques secondes)<\/li>\n<li>Passez en revue le contenu extrait<\/li>\n<li>Cliquez sur <strong>\u00ab Appliquer l&rsquo;entra\u00eenement \u00bb<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udca1 Astuce :<\/strong> T\u00e9l\u00e9versez les fichiers par ordre d&rsquo;importance. De plus, priorisez d&rsquo;abord les questions fr\u00e9quentes et les demandes courantes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00e9thode d&rsquo;entra\u00eenement 2 : entra\u00eenement des intentions<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Apprenez \u00e0 votre agent \u00e0 reconna\u00eetre diff\u00e9rents types de demandes. De plus, cela aide les agents \u00e0 comprendre les objectifs de la client\u00e8le :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Intentions courantes \u00e0 entra\u00eener :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Affirmative<\/strong> \u2014 Oui, confirmer, d&rsquo;accord, exact<\/li>\n<li><strong>N\u00e9gative<\/strong> \u2014 Non, refuser, en d\u00e9saccord, annuler<\/li>\n<li><strong>Report<\/strong> \u2014 Changer de rendez-vous, choisir un autre moment<\/li>\n<li><strong>Question<\/strong> \u2014 Demander plus d&rsquo;information<\/li>\n<li><strong>Plainte<\/strong> \u2014 Exprimer de l&rsquo;insatisfaction<\/li>\n<li><strong>Demande de transfert<\/strong> \u2014 Vouloir parler \u00e0 une personne<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Comment entra\u00eener les intentions :<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab Entra\u00eenement des intentions \u00bb<\/strong><\/li>\n<li>S\u00e9lectionnez un type d&rsquo;intention<\/li>\n<li>Ajoutez des exemples de phrases que les gens pourraient dire<\/li>\n<li>Ajoutez de 10 \u00e0 20 variantes par intention<\/li>\n<li>Incluez les fautes de frappe et erreurs orthographiques courantes (pour les SMS)<\/li>\n<li>Cliquez sur <strong>\u00ab Enregistrer l&rsquo;intention \u00bb<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Exemple d&rsquo;entra\u00eenement de l&rsquo;intention affirmative :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00ab Oui \u00bb<\/li>\n<li>\u00ab Ouais \u00bb<\/li>\n<li>\u00ab Yep \u00bb<\/li>\n<li>\u00ab Bien s\u00fbr \u00bb<\/li>\n<li>\u00ab C&rsquo;est exact \u00bb<\/li>\n<li>\u00ab \u00c7a me va \u00bb<\/li>\n<li>\u00ab Confirm\u00e9 \u00bb<\/li>\n<li>\u00ab Je peux \u00eatre l\u00e0 \u00bb<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00e9thode d&rsquo;entra\u00eenement 3 : exemples de conversations<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Fournissez des exemples de dialogues montrant des conversations id\u00e9ales. De plus, cela enseigne aux agents le d\u00e9roulement conversationnel :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab Exemples de conversations \u00bb<\/strong><\/li>\n<li>Cliquez sur <strong>\u00ab Ajouter un nouvel exemple \u00bb<\/strong><\/li>\n<li>R\u00e9digez une conversation compl\u00e8te :\n<ul>\n<li>L&rsquo;agent dit : \u00ab &#8230; \u00bb<\/li>\n<li>Le client dit : \u00ab &#8230; \u00bb<\/li>\n<li>L&rsquo;agent r\u00e9pond : \u00ab &#8230; \u00bb<\/li>\n<\/ul>\n<\/li>\n<li>Ajoutez de 5 \u00e0 10 exemples de conversations diff\u00e9rents<\/li>\n<li>Couvrez diff\u00e9rents sc\u00e9narios (parcours id\u00e9al, objections, questions)<\/li>\n<li>Cliquez sur <strong>\u00ab Enregistrer les exemples \u00bb<\/strong><\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00e9thode d&rsquo;entra\u00eenement 4 : mod\u00e8les de r\u00e9ponses<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Cr\u00e9ez des r\u00e9ponses pr\u00e9\u00e9crites pour les sc\u00e9narios courants. De plus, cela assure la coh\u00e9rence :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quand utiliser des mod\u00e8les :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Salutations<\/strong> \u2014 Comment l&rsquo;agent se pr\u00e9sente<\/li>\n<li><strong>Confirmations<\/strong> \u2014 Accuser r\u00e9ception des r\u00e9ponses de la client\u00e8le<\/li>\n<li><strong>Clarifications<\/strong> \u2014 Lorsque l&rsquo;agent ne comprend pas<\/li>\n<li><strong>Conclusions<\/strong> \u2014 Comment l&rsquo;agent termine les conversations<\/li>\n<li><strong>Transferts<\/strong> \u2014 Ce que l&rsquo;agent dit avant un transfert<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Tester l&rsquo;efficacit\u00e9 de l&rsquo;entra\u00eenement<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s l&rsquo;entra\u00eenement, testez toujours votre agent. De plus, les tests r\u00e9v\u00e8lent si l&rsquo;entra\u00eenement a fonctionn\u00e9 :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab Tester l&rsquo;agent \u00bb<\/strong><\/li>\n<li>Essayez diff\u00e9rentes fa\u00e7ons de poser les m\u00eames questions<\/li>\n<li>Utilisez le jargon et les expressions propres \u00e0 votre secteur<\/li>\n<li>Posez des questions de suivi<\/li>\n<li>Essayez de d\u00e9router l&rsquo;agent<\/li>\n<li>Notez toute incompr\u00e9hension<\/li>\n<li>Ajoutez de l&rsquo;entra\u00eenement suppl\u00e9mentaire pour les zones probl\u00e9matiques<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Am\u00e9lioration continue<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;entra\u00eenement n&rsquo;est pas une t\u00e2che ponctuelle. De plus, les agents s&rsquo;am\u00e9liorent avec un entra\u00eenement continu :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">T\u00e2ches d&rsquo;entra\u00eenement r\u00e9guli\u00e8res :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u00e9viser les enregistrements d&rsquo;appels<\/strong> \u2014 \u00c9coutez de vraies conversations<\/li>\n<li><strong>Rep\u00e9rer les lacunes<\/strong> \u2014 Trouvez les questions auxquelles l&rsquo;agent n&rsquo;a pas pu r\u00e9pondre<\/li>\n<li><strong>Ajouter de nouvelles questions fr\u00e9quentes<\/strong> \u2014 T\u00e9l\u00e9versez de la documentation mise \u00e0 jour<\/li>\n<li><strong>Peaufiner les intentions<\/strong> \u2014 Ajoutez plus d&rsquo;exemples de phrases<\/li>\n<li><strong>Mettre \u00e0 jour les mod\u00e8les<\/strong> \u2014 Am\u00e9liorez la qualit\u00e9 des r\u00e9ponses<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Calendrier recommand\u00e9 :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Semaine 1 : entra\u00eenement quotidien selon les commentaires re\u00e7us<\/li>\n<li>Mois 1 : s\u00e9ances d&rsquo;entra\u00eenement hebdomadaires<\/li>\n<li>En continu : r\u00e9visions et mises \u00e0 jour mensuelles<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Meilleures pratiques<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u2705 <strong>Commencez de fa\u00e7on exhaustive<\/strong> \u2014 T\u00e9l\u00e9versez d&rsquo;abord toute la documentation disponible<\/li>\n<li>\u2705 <strong>Utilisez de vraies donn\u00e9es<\/strong> \u2014 Entra\u00eenez avec de vraies questions de la client\u00e8le<\/li>\n<li>\u2705 <strong>Restez \u00e0 jour<\/strong> \u2014 Mettez \u00e0 jour l&rsquo;entra\u00eenement lorsque l&rsquo;information change<\/li>\n<li>\u2705 <strong>Testez en profondeur<\/strong> \u2014 Essayez de faire \u00e9chouer votre agent avant que la client\u00e8le ne le fasse<\/li>\n<li>\u2705 <strong>Surveillez la performance<\/strong> \u2014 Suivez les taux de r\u00e9ussite et ajustez l&rsquo;entra\u00eenement<\/li>\n<li>\u2705 <strong>Documentez tout<\/strong> \u2014 Conservez des notes sur les d\u00e9cisions d&rsquo;entra\u00eenement<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Pour en savoir plus sur la <a href=\"https:\/\/en.wikipedia.org\/wiki\/Natural_language_understanding\">compr\u00e9hension du langage naturel<\/a> dans les syst\u00e8mes d&rsquo;IA.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Articles connexes :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"\/\">Cr\u00e9er un nouvel agent<\/a><\/li>\n<li><a href=\"\/\">Qu&rsquo;est-ce qu&rsquo;un agent vocal?<\/a><\/li>\n<li><a href=\"\/\">Bonnes pratiques pour les agents<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez comment entra\u00eener votre agent vocal IA pour qu&rsquo;il comprenne mieux les questions et fournisse des r\u00e9ponses pr\u00e9cises. Guide d&rsquo;entra\u00eenement complet avec les meilleures pratiques.<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[92],"doc_tag":[107,106,113],"class_list":["post-15611","docs","type-docs","status-publish","hentry","doc_category-ai-voice-agents-fr","doc_tag-agent-fr","doc_tag-advanced-fr","doc_tag-configuration-fr"],"year_month":"2026-08","word_count":972,"total_views":"15","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":[],"doc_category_info":[{"term_name":"Agents vocaux IA","term_url":"https:\/\/voxpria.com\/fr\/docs-category\/ai-voice-agents-fr\/"}],"doc_tag_info":[{"term_name":"Agent","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/agent-fr\/"},{"term_name":"Avanc\u00e9","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/advanced-fr\/"},{"term_name":"Configuration","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/configuration-fr\/"}],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Entra\u00eener votre agent pour une meilleure performance - Ai voice automation system - Voxpria<\/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:\/\/voxpria.com\/fr\/docs\/training-your-agent\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Entra\u00eener votre agent pour une meilleure performance\" \/>\n<meta property=\"og:description\" content=\"D\u00e9couvrez comment entra\u00eener votre agent vocal IA pour qu&#039;il comprenne mieux les questions et fournisse des r\u00e9ponses pr\u00e9cises. 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