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

This article describes how ShipStation Global built Deckhand, an AI-powered IT help desk agent on Amazon Bedrock AgentCore that answers routine IT questions directly in Slack.

• Deckhand resolves 97.5% of incoming queries with 96% positive employee feedback rating
• Built using Strands Agents SDK with Claude model, deployed on AgentCore runtime without server management
• Integrates Amazon Bedrock Knowledge Bases with Confluence, intranet, and mined Slack history as data sources
• Uses Recursive Language Models to extract and validate resolved support threads from Slack archives
• Deflected 812 tickets in three months, saving approximately 1,600 IT hours annually
• Answers 94% of after-hours questions when IT team unavailable
• Implements security through explicit ticket confirmation, credential isolation, and behavioral safeguards

Deckhand demonstrates how agentic AI with managed services can eliminate repetitive IT work while improving employee experience through instant self-service support.