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

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.

Generated by AI from reports · Updated 3 days ago