Hello,

If you're working in an on-site environment, you will need to deploy the Machine Learning service and complete all necessary configurations.

You can find more information here:
https://academy.creatio.com/docs/8.x/setup-and-administration/on-site-deployment/containerized-components/machine-learning-service

After that, you will need to configure the model using existing data and ensure that the training has been successfully completed.

Here are the instructions for setting that up:
https://academy.creatio.com/docs/8.x/no-code-customization/customization-tools/ai-tools/recommendation-prediction

Once this is done, you need to configure a business process that specifies the selection of contacts the model should process, and choose the model that will be used.

Details on how to implement this can be found here:
https://academy.creatio.com/docs/user/customization_tools/ai_tools/set_up_a_process/implement_prediction_models?check_logged_in=1

Once all these steps are completed, everything should work as expected. However, if you are still experiencing issues, please reach out to support for a more detailed analysis: support@creatio.com

Best regards!
Pavlo!