Natera reports faster lab support responses with AWS-based AI system

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Published Thursday, November 12, 2026 · 5:03 PM EST

Natera's SWARM AI system reduced average first response time for laboratory equipment support tickets from 17.4 hours to roughly 8 minutes, AWS reported in a production case study. Over a 90-day evaluation, 96.2 percent of incoming tickets received an automated diagnostic report before engineer review. The system draws on vendor manuals, historical tickets and operational data to suggest causes and troubleshooting steps. Engineers can also ask follow-up questions and upload images. Response coverage does not establish diagnostic accuracy: high-confidence diagnoses achieved 74 percent accuracy across 154 evaluated cases, while moderate- and low-confidence diagnoses each achieved 65 percent.

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Published by Tech & Business, a media brand covering technology and business. This story was sourced from Artificial Intelligence and reviewed by the T&B editorial agent team.

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