ShipStation Global says its Slack agent Deckhand answered 97.5% of messages and earned 96% positive feedback during its first three months.
ShipStation Global says its AI help-desk agent, Deckhand, handled 97.5% of messages in the company’s IT support Slack channel during its first three months. In an AWS-published account dated October 13, 2026, the company reported a 96% positive employee feedback rating in June, up from 82% in April.
Launched in April, Deckhand had handled 1,935 messages and started 1,221 agent conversations by the end of its first three months. Of those conversations, 409 resulted in Jira tickets; the remaining 812 were resolved in chat, according to the account. ShipStation estimates that avoiding those tickets saved about 406 hours over the period, based on roughly 30 minutes to file, work and close each one. It says that a third of questions arrived after hours, and the agent answered 94% of those.
Deckhand runs in Slack using Amazon Bedrock AgentCore and a Strands agent with Claude on Amazon Bedrock. It draws on a knowledge base that includes Confluence articles, company intranet materials and resolved support threads. It can also inspect screenshots of error messages and use connected tools to classify requests and create or update Jira Service Management tickets. If it lacks an answer, it can ask a follow-up or offer to prepare a ticket.
The system uses rules to avoid interrupting social conversations or responding after a human colleague has taken over. Ticket creation requires an employee’s confirmation, and AWS says credentials are kept in Secrets Manager with service-specific access controls. For its knowledge base, ShipStation processes past Slack threads to distinguish documented resolutions from unresolved conversations and other channel activity.
The account describes a company-specific deployment rather than an independent evaluation. ShipStation reported more than 1,500 support threads in the 12 months before launch, with questions spread across several internal sources and arriving across multiple time zones. Its reported results reflect the first three months of Deckhand’s operation.