ShipStation Global, a leading shipping and logistics platform, deployed Deckhand, an AI‑powered IT help desk agent for Slack, built on Amazon Bedrock AgentCore. The agent operates in isolated sessions, eliminating the need for servers or containers, and accesses a curated knowledge base and Jira Service Management via Lambda tools. In its first three months, Deckhand handled 1,935 messages, answered 97.5% of them, and converted only 409 of 1,221 conversations into Jira tickets, deflecting 812 potential tickets and saving roughly 406 hours of IT time. The bot also processes after‑hours queries, answering 94% of them, and incorporates a feedback system stored in DynamoDB to refine its responses. This case illustrates how serverless, agent‑centric AI solutions can streamline IT operations and improve employee experience.
How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore
ShipStation Global built Deckhand, an AI‑powered IT help desk agent for Slack, using Amazon Bedrock AgentCore. The bot pulls context from Slack threads, searches a curated knowledge base, reads error‑message screenshots, and can create or update Jira Service Management tickets. In its first three months it handled 1,935 messages, answered 97.5% of them, and deflected 812 potential tickets, saving roughly 406 hours of IT time. Feedback mechanisms in DynamoDB allowed continuous improvement, raising positive ratings from 82% to 96%.
Why it matters
Demonstrates how serverless, agent‑centric architectures can scale IT support, reducing friction and freeing human resources, a key trend in AI‑enabled operations.