# Natera launches SWARM AI system to cut lab ticket response time

> The new AI tool built on Amazon Bedrock AgentCore speeds first responses by 130× and automates 96% of support tickets.

Oossa · 2026-11-12 · https://oossa.com/en/natera-launches-swarm-ai-system-to-cut-lab-ticket-response-time

Natera’s lab engineering team, led by Ariel Jirau, released SWARM (Systematic Workflow Analytics and Resolutions Manager), an AI system that handles equipment‑support tickets. The system runs on Amazon Bedrock AgentCore and pulls in data from Jira, Confluence and vendor manuals. SWARM generates diagnostic reports within minutes, giving engineers instant access to institutional knowledge. The company reports a 130‑times faster first‑response time and 96.2 % of tickets handled automatically.

## The facts

- 130× faster first‑response time
- 96.2 % of tickets processed automatically

## Why it matters

Lab engineers can fix instrument failures faster, reducing sample delays and speeding patient results.

## Sources & references

1. [How Natera designed an agentic AI system for lab ops with Amazon Bedrock AgentCore](https://aws.amazon.com/blogs/machine-learning/how-natera-designed-an-agentic-ai-system-for-lab-ops-with-amazon-bedrock-agentcore/) – AWS, 2026-11-12

Last updated: 2026-11-12