ShipStation Global built Deckhand , an AI IT help desk agent that lives inside Slack: it answers questions from a curated knowledge base, reads screenshots of error messages, and files Jira tickets — all on Amazon Bedrock AgentCore, with no servers to manage. The results sound spectacular: 97.5% of channel queries resolved, 1,600 hours saved a year.

But here's the catch the article digs into: the two sources describe that same 97.5% figure differently. AWS calls it a resolution rate. Builder Nick Ciubotariu calls it the proportion of messages Deckhand replied to . A reply is not a resolution.

Key points:

Curated, not scraped: The knowledge base came from years of Slack history, mined with "Recursive Language Models" for threads where a working fix was visible — not every discussion treated as equally useful.…