Smart Resolve – Task Resolution Recommendations

Smart Resolve is a machine learning-powered capability in Verato MDM Cloud™ that suggests how to resolve stewardship tasks, helping data stewards work through large task volumes faster and more consistently. It's designed for organizations with dedicated stewardship teams managing large or growing task queues. When a steward opens a task, Smart Resolve reviews it and surfaces a task resolution recommendation to help guide the decision.

• Accelerate task resolution with AI-generated recommendations

• Reduce manual review time on straightforward tasks

• Lay the groundwork for future capabilities, including bulk actions and automated task triaging

Smart Resolve looks at the match codes between the identities involved in a task — the structured signals that describe how closely two records agree — and uses a machine learning model to recommend one of the following resolutions:

• Same Person — the identities likely represent the same real-world person

• Not Same Person — the identities likely represent two different people

• Not Enough Information — the available match codes don't provide enough signal to recommend a resolution with confidence

Smart Resolve doesn't need direct access to the underlying identity details — name, date of birth, address, and so on — to generate a recommendation. It works from match codes, not personally identifiable information. Recommendations are generated only for tasks involving exactly two identities (also referred to as Link IDs), and only when the task is opened in the task UI.

Because match patterns and stewardship norms differ across industries, Smart Resolve offers three purpose-built models so customers can use the one best suited to their data:

• General Purpose — for organizations without a specialized model available

• HIE — tuned for health information exchange match patterns

• Provider — tuned for provider identity match patterns

Each model is trained on match-pattern data from real-world stewardship decisions rather than on the underlying identity data itself, consistent with Verato's approach to using AI responsibly. Smart Resolve also supports model versioning — if a model's performance doesn't meet expectations, customers can roll back to a prior version. The set of possible recommendations (for example, whether Not Same Person is included) can also be configured to match your organization's stewardship needs.

Smart Resolve's models are tuned to align with human stewardship decisions 90% of the time or better for Same Person recommendations. The model may choose not to generate a recommendation at all when its confidence is low — even for an eligible two-identity task — prioritizing recommendation quality over coverage.

For stewardship teams managing large or growing task queues, Smart Resolve is designed to reduce the time it takes to review and close routine tasks, bring more consistency to how similar tasks are resolved, and free up steward attention for the more ambiguous, judgment-heavy tasks.

Smart Resolve provides a recommendation, not an automatic decision — a data steward reviews and chooses whether to act on it. This reflects Verato's broader position that AI augments stewardship; it doesn't replace the human judgment behind it.

Smart Resolve is available directly in the task UI within Verato MDM Cloud™:

1. In the Stewardship section, select a category to open a task.

2. Select Smart Resolve in the top right of the task screen.

3. Review the recommendation and the changes that will be applied if you accept it.

4. Choose one of the following actions:

   • Ignore — returns to the task without applying any changes

   • Accept — assigns the task to you, sets its status to Closed, and updates the task resolution to match the recommendation (Same Person, Not Same Person, or Not Enough Information)

   • Accept & Merge/Link — makes the same changes as Accept, and also walks you through merging or linking the records, depending on the task category

• Smart Resolve currently generates recommendations only for tasks involving exactly two identities.

• If a task doesn't meet that criteria, or if the recommendation service is temporarily unavailable, no recommendation will display, and the task follows the normal manual stewardship process.

Smart Resolve is evolving to become more deeply integrated into Verato MDM Cloud™. Planned enhancements include:

• Support for tasks with more than two identities

• Bulk actions for high-confidence recommendations — for example, automatically closing all tasks Smart Resolve identifies as Same Person with a high degree of certainty

• AI-driven task prioritization and auto-assignment