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ShipStation’s AgentCore help desk resolves 97.5% of channel queries

aws.amazon.com by Kenneth Salmon 10 min read Editor score 7/10

ShipStation’s Slack agent answers questions from a curated knowledge base, reads error screenshots, and manages Jira Service Management tickets; the post reports 97.5% of incoming channel queries resolved and 96% positive feedback. Its architecture and reported outcomes offer a production example of an internal support agent.

What: Deckhand is ShipStation Global's Slack-based AI IT help desk, answering routine questions, reading error screenshots, and managing Jira Service Management tickets.
How: It runs on Amazon Bedrock AgentCore; AgentCore runtime hosts the agent in isolated sessions, while its Slack service receives events and builds user context.
Why it matters: Automating routine replies and turning unresolved conversations into contextualized tickets can reduce repetitive IT work.

Slack requests reach Deckhand through the Slack service; the agent can answer in Slack or create Jira tickets. Sketched from the article's own text.

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