G2A.COM's AI agent, Dave, assists sellers in addressing 14,400 support tickets within a span of 63 days.
Dave, a newly launched AI-driven tool for sellers, effectively resolves 54% of their cases and adeptly handles demand surges during major AAA game releases. Available in 180 countries, it has decreased the number of tickets submitted to Seller Support teams by 30%.
G2A.COM, one of the largest digital marketplaces globally, announced the worldwide introduction of 'Dave,' its exclusive autonomous customer support agent, which will assist sellers on the platform after a successful two-month trial.
While sellers maintain a high standard in their offerings and retain autonomy over their decisions, significant spikes in customer support demands can happen during high-profile video game launches like GTA 6. Even with their best efforts, sellers may struggle to manage all support requests efficiently in a short timeframe. Dave was specifically designed to assist sellers during these peak times and operates 24/7 across 180 countries.
Dave has optimized seller operations and processes, managing approximately 10,000 conversations each week across the globe. Unlike conventional chatbots, Dave connects directly to the seller's transaction history, allowing for immediate verification of payment status and the seller's policies, facilitating instant issue resolution. By utilizing verified data rather than relying solely on generative text, the system mitigates the risks of AI errors and manages complex situations involving vouchers, game keys, software licenses, and refunds.
In the first 63 days of its full deployment, Dave reached several important operational benchmarks:
- Ticket Reduction: Dave streamlined the handling of around 15,000 tickets, quickly resolving them on behalf of sellers and lowering the overall volume of tickets needing human support by 27-30%.
- High-Precision Routing: Dave attained a routing accuracy of 93.8%, promptly directing cases to the appropriate third-party seller or, if they pertained specifically to platform operations, to G2A.COM Support, in accordance with marketplace guidelines.
- Strong User Acceptance: Dave AI received a satisfaction score of 4.16 out of 5. Furthermore, 74% of users rated the automated process as easy or very easy.
- Quality and Trust Metrics: Dave’s responses garnered an average quality score of 91.2%, with just 0.81% receiving negative feedback during chats. Each response is automatically assessed across 13 quality and safety criteria.
“As G2A.COM continues to grow on a global scale, ensuring sellers can deliver the highest customer support standards is crucial. Activity in the gaming ecosystem, including significant game launches, can cause sudden spikes in user inquiries within hours, making it inefficient to simply hire more agents to scale support. Dave was developed to provide immediate, high-quality assistance in multiple languages at scale. If a case requires complete manual intervention from the seller, both the seller and their support team will receive a detailed analysis and summary of the case, eliminating the need for users to repeat their issues.
Dave represents a move toward building an AI-native organization and environment. AI has evolved beyond being merely a productivity tool or competitive advantage; the true benefit lies in integrating AI into the core operations of a business. Dave exemplifies this strategy by enabling us and the sellers on our platform to expand globally while providing quicker and more reliable user experiences,” stated Paweł Wróbel, CGO at G2A.COM.
About G2A.COM
G2A.COM ranks among the largest marketplaces for digital entertainment worldwide, serving over 35 million users from 180 countries and generating more than 200 million visits in 2025. As a gateway to digital entertainment within a rapidly evolving digital ecosystem, G2A.COM offers access to over 125,000 digital products, including vouchers, games, DLCs, in-game items, and non-gaming items such as gift cards, subscriptions, and software, sold by global sellers. A compliance-focused organization audited by Deloitte for over a decade, G2A.COM is recognized for its online security, having received the prestigious American CNP Award alongside industry leaders like Microsoft and PayPal. Today, the company serves as a key gateway for respected global brands, utilizing its scalable infrastructure to propel the next phase of e-commerce through proactive AI and global mergers and acquisitions, continually expanding its role as the Gateway to Adventure in the digital realm.
Other articles
Atlassian places its engineers on an AI budget as the expenses of ‘tokenmaxxing’ take a toll.
Atlassian is providing its R&D employees with limited “AI wallets” ranging from $500 to $2,000 each month, a budget-friendly response to rising AI expenses in the tech industry, addressing the issue of “tokenmaxxing.”
Atlassian places its engineers under an AI budget as the expenses of 'tokenmaxxing' take their toll.
Atlassian is providing its R&D employees with capped "AI wallets" ranging from $500 to $2,000 per month, a budget-friendly response to the rising AI expenses in the tech industry associated with "tokenmaxxing."
The GOKO M6 Robotic Lawn Mower Introduces Industrial Robotics into Contemporary Lawn Maintenance.
Selecting a robotic lawn mower goes beyond mere automation nowadays. The top models not only trim grass but are designed to handle steep inclines, complex landscapes, and expansive areas with ease. The GOKO M6 illustrates how high-end robotic mowers are enhancing lawn maintenance by being smarter, more efficient, and easier to control.
Aligning the model was never intended to control it.
Model alignment influences AI behavior, but it is unable to track who utilized which model, the data involved, and the governing policies in place. True governance revolves around the model itself.
Aligning the model was never intended to control it.
Model alignment influences AI behavior, yet it cannot track who utilized which model, the data it was based on, or the governing policy in place. Effective governance revolves around the model itself.
The live-shopping app Whatnot is currently in discussions to almost double its valuation to $20 billion.
Whatnot, the livestream shopping platform, is discussing a funding round that would value the company at approximately $20 billion, an increase from $11.5 billion at the end of 2024, as live commerce expands in the West.
G2A.COM's AI agent, Dave, assists sellers in addressing 14,400 support tickets within a span of 63 days.
G2A.COM introduces Dave, an AI support agent that operates independently, successfully resolving 54% of seller issues and reducing ticket volume by 30% during a 63-day trial conducted in 180 countries. The system integrates with transaction data to prevent inaccuracies.