ShipStation Global released Deckhand, an AI-powered IT help desk agent, on Amazon Bedrock AgentCore, saying it automates routine IT and company questions. It is the company's first AI integration update since its 2022 launch.
ShipStation reported 97.5% of incoming channel queries were resolved by Deckhand in three months, measured on its internal performance metrics. That compares with 85% resolution rates before the implementation.
Deckhand is built on Amazon Bedrock AgentCore and targets IT support automation for global employees. Availability began in Q3 2023, initially for employees in the US, UK, Spain, Poland, Australia, and the Philippines.
"We created Deckhand because getting help should be as simple as asking a question in Slack, not deciphering a ticket form or sending an email into the void," said Chris Collins, Senior Director IT at ShipStation Global.
Deckhand resolves common questions on the spot and, when it can’t, converts the conversation into a fully contextualized ticket with one click, improving the employee experience and freeing our team from endlessly repeating the phrase: 'Please file a ticket.'
The announcement follows ShipStation's 2022 launch of its intelligent shipping platform. ShipStation said the integration helps streamline operations and improve customer delivery by increasing internal efficiency.
ShipStation did not say how Deckhand handles complex or novel queries, and it raised the open question of whether the AI will evolve to handle more complex tasks. The company said it plans to expand Deckhand's capabilities in the future.
Source: awsml
