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

- Company: Amazon (amazon.com)
- Announced: 2026-10-13T15:54:49+00:00
- Category: not stated
- Coverage: not counted
- Announcement: no
- Group: routine
- Source: https://aws.amazon.com/blogs/machine-learning/how-shipstation-global-built-an-ai-it-help-desk-on-amazon-bedrock-agentcore/
- Record: https://forck.live/items/20520-how-shipstation-global-built-an-ai-it-help-desk-on-amazon-bedrock-agentcore
- Subject: Bedrock / Nova

ShipStation Global built Deckhand, an AI-powered IT help desk agent for Slack, on Amazon Bedrock AgentCore. The agent resolves 97.5 percent of incoming channel queries and earns a 96 percent positive feedback rating from employees. Deckhand answers routine IT questions from a curated knowledge base, reads error-message screenshots, and creates or updates Jira Service Management tickets.

## Evidence

Verbatim from https://aws.amazon.com/blogs/machine-learning/how-shipstation-global-built-an-ai-it-help-desk-on-amazon-bedrock-agentcore/:

> In this post, we discuss how ShipStation architected Deckhand, which resulted in resolving 97.5 percent of incoming channel queries while earning a 96 percent positive feedback rating by employees (Figure 1).

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