How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore
Amazon Web Services Kenneth Salmon
ShipStation Global built Deckhand, an AI-powered IT help desk agent for Slack, using Amazon Bedrock AgentCore to answer routine questions and create or update Jira Service Management tickets. 97.5% of incoming channel queries were resolved and employees gave Deckhand a 96% positive feedback rating. IT support shifts from repetitive Slack threads to on-the-spot self-service responses and fewer ticket-filing workflows that Deckhand can generate in context.
Why it matters
ShipStation Global's engineering team built Deckhand, an AI IT help desk agent for Slack on Amazon Bedrock AgentCore. It answers routine IT questions from a curated knowledge base, reads error-message screenshots, and files Jira tickets. In its first three months it resolved 97.5% of channel queries with a 96% positive feedback rating.