Facing an average initial response time of 17.4 hours across more than 65 daily laboratory support tickets, Natera created SWARM to capture and operationalize institutional troubleshooting knowledge. Led by Ariel Jirau, the engineering team built the system using Amazon Bedrock AgentCore to integrate directly with internal platforms like Jira and Confluence. The platform leverages two distinct runtimes that share a central skill library to autonomously generate diagnostic reports and facilitate interactive image-based troubleshooting. By deploying this architecture, Natera achieved 96.2 percent automated ticket coverage and accelerated initial response speeds by approximately 130 times.
Key points
Deploying the automated SWARM system accelerated laboratory ticket response times by appr…: Deploying the automated SWARM system accelerated laboratory ticket response times by approximately 130 times.
The platform achieved 96.2 percent automated coverage across all incoming laboratory equi…: The platform achieved 96.2 percent automated coverage across all incoming laboratory equipment support tickets.
Selecting a fully managed AgentCore architecture allowed laboratory engineers to prioriti…: Selecting a fully managed AgentCore architecture allowed laboratory engineers to prioritize diagnostic precision over managing infrastructure.
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Artificial Intelligence
How Natera designed an agentic AI system for lab ops with Amazon Bedrock AgentCore
At Natera, a leader in cell-free DNA (cfDNA) testing, keeping lab instruments up and running is critical, because equipment downtime disrupts sample processing. Natera’s lab engineering team, led by Ariel Jirau worked with AWS to build SWARM (Systematic Workflow Analytics and Resolutions Manager), an agentic AI system for lab operations.
This post walks through how the Natera team built an agentic AI system for lab operations using Amazon Bedrock AgentCore that captures and deploys institutional knowledge at scale. It describes the full architecture, from knowledge base construction to automated system deployment and evaluation, so you can apply the same patterns to your own operational workflows.
SWARM delivers about 130x faster first response time and 96.2 percent automated coverage across support tickets, giving engineers immediate access to institutional knowledge the moment a ticket arrives.
The challenge: Knowledge continuity
Natera’s lab operations rely on a wide range of precision instruments spanning multiple equipment families, each with its own failure modes, vendor documentation, and resolution patterns. The…
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