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How ShipStation Global built an AI IT help desk on Amazon Bedrock AgentCore

ShipStation Global built Deckhand, a Slack-based AI IT help desk agent on Amazon Bedrock AgentCore, using Strands Agents, AgentCore Gateway MCP tools, and Amazon Bedrock Knowledge Bases. The system answers routine IT and company questions, reads error-message screenshots, and creates or updates Jira Service Management tickets, with logic for staying silent when humans are already handling a thread. In its first three months after an April 2026 launch, it handled 1,935 messages, replied to 97.5%

Why it matters: Offers a detailed, metrics-backed architecture for building a production agentic IT help desk on AWS.

AWS Machine Learning Blog5d agoScore 82

Amazon Bedrock AgentCoreAI agentsIT help desk automation

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Microsoft Research open-sources Agent Lightning v1.0, a 3,500-line agentic RL framework

Microsoft Research Asia released Agent Lightning v1.0, a lightweight framework that implements a complete agentic reinforcement learning control plane in roughly 3,500 lines of code. It introduces Harnessed Agentic RL, where the same agent harness used in deployment participates directly in training via an OpenAI-compatible LLM proxy, avoiding the need to reimplement the agent inside the training framework. The framework runs agents as standard Kubernetes jobs instead of paid commercial sandbox

Why it matters: This gives AI engineers an open, reproducible way to fine-tune real deployment harnesses with RL, backed by a concrete SWE-bench gain and a Kubernetes-native design that avoids sandbox costs.

Microsoft ResearchOct 8, 2026Score 83

Agent Lightning v1.0Microsoft Research AsiaHarnessed Agentic RL