Deckhand
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- ShipStation's Deckhand AI IT help desk on Bedrock AgentCore resolved 97.5% of queries
ShipStation Global's engineering team built Deckhand, an AI IT help desk agent that lives in Slack and runs on Amazon Bedrock AgentCore, answering routine IT and company questions, reading error-message screenshots, and creating or updating Jira Service Management tickets. The agent uses the Strands Agents SDK with Anthropic's Claude on Amazon Bedrock, exposes classification, ticketing, user resolution and image analysis as MCP tools through AgentCore Gateway, and draws on a Bedrock knowledge base indexing Confluence articles, intranet pages and Slack history. According to the co-written AWS/ShipStation post, it resolved 97.5% of incoming channel queries with a 96% positive feedback rating over three months; a DSPy recursive language model (RLM) pipeline mines resolved Slack threads into verified self-service steps, and the bot is designed to stay silent during human-to-human or social chatter.
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