Amazon Athena

CyberArk combines Apache Iceberg and Amazon Bedrock AI agents to cut support case resolution time up to 95%

CyberArk redesigned its technical support pipeline using AWS Fargate, PyIceberg and Amazon Bedrock (Claude 3.7 Sonnet) to auto-generate grok patterns for parsing diverse vendor log formats into Iceberg tables, and built autonomous AI agents that query Athena and CyberArk's knowledge base to perform root-cause analysis from natural-language questions. The system cut case resolution time by up to 95% (complex cases from up to 15 days to 2-4 hours), let engineers handle up to 4x more cases per day (from 2-3 to 8-12), and made logs queryable within minutes instead of hours or days.