The Recognition value specifies what percentage of deals generated by the AI Employee during working hours are considered exclusively attributable to the AI (i.e., deals that would not have happened without the AI).
Put simply, Recognition sets how much credit the AI gets for deals it creates during business hours.
Redirection Types
Overflow (first-human-then-AI): Humans try first; AI handles what humans miss.
Recognition: 100%
Rationale: The AI only handles calls that humans could not take; therefore, all AI-generated deals are exclusively the AI’s merit.
Non-overflow (first-AI-then-human): AI is primary; human are fallback.
Recognition: Historical percentage of calls the organization used to miss before the AI was implemented.
Rationale: Humans were already successfully answering a portion of calls; only the previously missed share is exclusively attributable to the AI.
Note: The above types can be set in the "ASR - Redirection Type (Working Hours)" attribute.
Example
When non-overflow mode is enabled, we cannot assume that 100% of the deals generated by the AI Employee are exclusively its merit, because before the AI’s implementation, humans were already handling a certain portion of incoming calls successfully.
For example, out of 100 incoming calls your staff managed to answer only 75 (i.e., 25% of calls were missed). After implementing an AI Employee, your organization stopped losing those 25% of calls. Therefore, 25% of all deals generated by the AI Employee are considered exclusively attributable to it. In this example, set the Recognition attribute to 25.