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

What happened

ShipStation Global built Deckhand, a Slack IT help desk agent on Amazon Bedrock AgentCore, to answer questions, analyze error screenshots, and create or update Jira Service Management tickets. The implementation guide explains its Strands agent, knowledge retrieval, MCP tools, and extraction of resolved Slack threads using DSPy’s Recursive Language Model. In its first three months, 812 of 1,221 agent conversations were handled in chat, while 409 became tickets; positive feedback rose from 82 percent in April to 96 percent in June.

The story so far

ShipStation Global built and deployed Deckhand, a Slack IT help desk agent on Amazon Bedrock AgentCore; the AWS Machine Learning Blog reports that 812 of its first 1,221 conversations were handled in chat and 409 became tickets. Deckhand answers IT questions, analyzes error screenshots, and creates or updates Jira Service Management tickets. The implementation combines a Strands agent, knowledge retrieval and MCP tools, and uses DSPy’s Recursive Language Model to extract information from resolved Slack threads. The AWS post also claims Deckhand resolved 97.5 percent of incoming channel queries, while its first-three-month conversation figures show 812 handled in chat and 409 converted to tickets. The blog reports that positive employee feedback rose from 82 percent in April to 96 percent in June.

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