ShipStation Global builds AI IT help desk Deckhand on Amazon Bedrock AgentCore

ShipStation Global developed Deckhand, an AI-powered IT help desk agent for Slack, running on Amazon Bedrock AgentCore. Deckhand answers routine IT and company questions from a curated knowledge base, reads error-message screenshots, and creates/updates Jira Service Management tickets. In the 12 months prior to launch, employees posted over 1,500 threads, and Deckhand resolved 97.5 percent of incoming channel queries while achieving a 96 percent positive employee feedback rating.