How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore
ShipStation's Bedrock AgentCore IT agent resolves 97.5% of queries with 96% satisfaction
“We created Deckhand because getting help should be as simple as asking a question in Slack, not deciphering a ticket form or sending an email into the void. We believe that tickets are an indication of operational friction not productivity.”
ShipStation Global deployed Deckhand, an AI IT help desk agent built on Amazon Bedrock AgentCore, that answers routine employee questions in Slack using a curated knowledge base and can create Jira tickets. It achieved 97.5% channel query resolution and 96% positive feedback over three months. The case study is a concrete enterprise agentic deployment but is primarily a vendor-sponsored AWS blog post rather than a broader industry signal.