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

ShipStation Global’s Deckhand, built on Amazon Bedrock AgentCore, powers an AI‑driven IT help desk in Slack that resolves 97.5 % of routine queries within its first three months. The agent pulls answers from a curated knowledge base, parses error‑message screenshots, and automatically opens Jira tickets for unresolved issues, demonstrating a tightly coupled Bedrock‑AgentCore, Slack, and Jira stack that delivers near‑real‑time support. While the high success rate shows the viability of Bedrock for enterprise support, the system’s effectiveness hinges on the breadth of the knowledge base and the accuracy of its image‑to‑text parsing, which may limit scalability to more complex or unstructured problems.

⚡ Key Takeaways

• Deckhand achieved a 97.5 % resolution rate on Slack channel queries in the first three months.
• The architecture centers on Amazon Bedrock AgentCore, leveraging its LLM capabilities to interpret text and screenshots.
• Integration with Slack and Jira is achieved via webhooks and the Jira REST API, enabling seamless ticket creation.
• The system relies on a curated knowledge

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