How Can AI Agents Cut Support Resolution Time by 95%?

CyberArk's support team was drowning in logs. With 40+ products across SaaS and self-hosted environments, each generating logs in different formats, support engineers were spending days just preparing data before they could even start investigating a customer issue. Complex cases took up to 15 days to resolve. Moshiko Ben Abu, a Software Engineer at CyberArk — now part of Palo Alto Networks — built an AI-powered system that changed all of that. In this episode, he walks us through the full architecture: replacing manual regex parsers with AI-generated grok patterns using Amazon Bedrock and Claude, storing structured data in Apache Iceberg tables via PyIceberg with automatic schema evolution, and querying everything through Athena — all while keeping PII masked and data encrypted in S3. But the real breakthrough came with agents. Moshiko describes how he moved from single-product Bedrock agents to a swarm of specialized AI agents built with the Strands framework, where agents investigating product A can autonomously call agents for product B and C to trace root causes across the entire stack. Cases that took 15 days now resolve in hours. Simple cases drop from 4-6 hours to 15-30 minutes. Engineers handle 4x more cases per day. We also dig into the security layer — Cedar policies and Amazon Verified Permissions for agent authorization, the identity integration with AgentCore, and what's coming next: S3 Tables, AgentCore in production, and cross-platform agent collaboration with Palo Alto. Moshiko's advice for developers getting started? Learn IAM first, then compute, then databases — and write everything in CDK.With Moshiko Ben Abu (linkedin.com/in/moshiko-b-44328b10a), Software Engineer, CyberArk (a Palo Alto Networks company)• How CyberArk Uses Apache Iceberg and Amazon Bedrock to Deliver up to 4x Support Productivity — AWS Blog (aws.amazon.com/blogs/big-data/how-cyberark-use…)Apache Iceberg on AWS (aws.amazon.com/big-data/datalakes-and-analytic…)PyIceberg — Apache Iceberg Python Library (py.iceberg.apache.org)Amazon Bedrock AgentCore (aws.amazon.com/bedrock/agentcore)Strands Agents — Open-Source Agentic Framework (strandsagents.com)Cedar Policy Language (cedarpolicy.com)Amazon Verified Permissions (aws.amazon.com/verified-permissions)Amazon S3 Tables (aws.amazon.com/s3/features/tables)Kiro — AI-Powered Development Environment (kiro.dev)AWS CDK (Cloud Development Kit) (aws.amazon.com/cdk)Ran the Builder — Ran Isenberg's Serverless Blog (ranthebuilder.cloud)Ran Isenberg — AWS Serverless Hero (aws.amazon.com/developer/community/heroes/ran-…)