How Natera designed an agentic AI system for lab ops with Amazon Bedrock AgentCore

Natera's lab engineering team built SWARM (Systematic Workflow Analytics and Resolutions Manager) on Amazon Bedrock AgentCore to capture and deploy institutional knowledge for lab instrument support, using two runtimes (swarm-agent and swarm-hive) that share a versioned library of 33 skills. The system reduced average first response time from 17.4 hours to roughly 8 minutes (about 130x faster) and delivered an automated first response on 96.2 percent of tickets, measured over a 90-day production evaluation period. The post details the architecture, including a custom document pipeline with Amazon Titan Text Embeddings and Amazon Bedrock Knowledge Bases, keyless OIDC-based deployment, Jira integration via EventBridge and Amazon SQS, and a continuous evaluation loop.