How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore
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ShipStation Global developed Deckhand, an AI-powered IT help desk agent built on Amazon Bedrock AgentCore to automate routine support queries. The solution integrates with Slack to answer questions using a curated knowledge base and can create Jira tickets when necessary. By leveraging Anthropic’s Claude model and AWS Lambda functions for tool execution, Deckhand resolves 97.5% of incoming channel queries without requiring server management. A key feature involves mining historical Slack threads using Recursive Language Models to extract validated resolutions into the knowledge base. In its first three months, the agent handled nearly 2,000 messages, deflecting over 800 potential tickets and saving approximately 1,600 hours of annual labor. Employee feedback ratings improved from 82% to 96% after initial refinements to the system prompt and data sources. The architecture utilizes managed services like App Runner and DynamoDB, ensuring security through scoped IAM roles and Secrets Manager. This implementation demonstrates how agentic AI can significantly reduce operational friction for IT teams.
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