This post is co-written with Moshiko Ben Abu, Software Engineer at CyberArk.
CyberArk achieved up to 95% reduction in case resolution time using Amazon Bedrock and Apache Iceberg.
This improvement addresses a challenge in technical support workflow: when a support engineer receives a new customer case, the biggest bottleneck is often not diagnosing the problem but preparing the data. Customer logs arrive in different formats from multiple vendors, and each new log format typically requires manual integration and correlation before an investigation can begin. For simple cases, this process can take hours. For more complex investigations, it can take days, slowing resolution and reducing overall engineer productivity.
CyberArk is a global leader in identity security. Centered on intelligent privilege controls, it provides comprehensive security for human, machine, and AI identities across business applications, distributed workforces, and hybrid cloud…