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How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore

First reported Source: AWS Machine Learning BlogLast editorial activity
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What happened

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. To reclaim it, the ShipStation Global Engineering team built Deckhand , an AI-powered IT help desk agent for Slack, on Amazon Bedrock AgentCore .

ShipStation Global is the leading intelligent shipping and logistics platform for small and mid-sized shippers, and it operates on a simple belief: the more efficient its teams are, the better it delivers for customers. It answers routine IT and company questions from a curated knowledge base, reads error-message screenshots, and creates and updates Jira Service Management tickets.

Sources & evidence

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