G2A.COM's independent AI agent, Dave, assists sellers in addressing 14,400 support tickets within a span of 63 days.

      Dave, a new AI-driven tool for sellers, effectively resolves 54% of their cases and manages demand surges during significant AAA game launches. 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 worldwide, announced the launch of 'Dave', its own autonomous customer support agent, now accessible to sellers on the platform after a successful two-month trial.

      While sellers maintain high-quality offerings and autonomy in decision-making, they may face spikes in customer support demand during major video game launches such as GTA 6. Despite their best efforts, sellers might find it challenging to address these requests promptly. Dave was designed to assist sellers in managing these spikes and operates 24/7 across 180 countries.

      Dave has optimized seller operations and processes, managing around 10,000 conversations globally each week. Unlike conventional chatbots, Dave connects directly to the seller’s transaction history, facilitating immediate verification of payment status and seller policies, and enabling quick issue resolution. By utilizing verified data rather than purely generative text, the system minimizes the risk of AI errors and effectively handles complex cases involving vouchers, game keys, software licenses, and seller-processed refunds.

      In its initial 63 days of full deployment, Dave accomplished several key operational achievements:

      Ticket Reduction: Dave improved ticket handling by efficiently resolving approximately 15,000 tickets, reducing the overall number of tickets needing human assistance by 27–30%.

      High-Precision Routing: It achieved a 93.8% routing accuracy, quickly directing cases to the appropriate third-party seller or, if related specifically to platform operations, to G2A.COM Support, adhering to marketplace policies.

      Strong User Acceptance: Dave AI garnered a satisfaction score of 4.16 out of 5, with 74% of users finding the automated process easy or very easy.

      Quality and Trust Metrics: Dave’s responses averaged a quality score of 91.2%, with only 0.81% receiving negative feedback in chat. Each response is evaluated across 13 quality and safety criteria.

      “As G2A.COM continues its global expansion, providing sellers with the highest possible standard of customer support remains a top priority. Activity in the gaming ecosystem, especially during major game launches, can lead to sudden spikes in user inquiries within hours, which makes scaling support through additional hires inefficient. Dave was developed to deliver immediate, high-quality, multilingual assistance at scale. If a case requires full manual intervention from the seller, they and their support team receive a complete analysis and summary, ensuring that users do not have to reiterate their concerns.

      Dave also represents a step toward creating an AI-native organization and environment. AI has evolved beyond being just a productivity tool or a competitive edge. The real advantage lies in embedding AI into the heart of a company's operations. Dave serves as a practical example of this strategy, empowering us and the sellers using the platform to expand globally while offering faster and more reliable user experiences,” stated Paweł Wróbel, CGO at G2A.COM.

      About G2A.COM

      G2A.COM is among the largest marketplaces for digital entertainment globally, catering to over 35 million users across 180 countries with more than 200 million visits anticipated in 2025. As a crucial hub for digital entertainment within a rapidly evolving ecosystem, G2A.COM provides access to over 125,000 digital offerings, including vouchers, games, DLCs, in-game items, and non-gaming products like gift cards, subscriptions, software, and e-learning materials, all sold by vendors worldwide. As a compliance-driven organization audited by Deloitte for over a decade, G2A.COM is a leader in online security, recognized by the esteemed American CNP Award alongside industry leaders like Microsoft and PayPal. Today, the company is a vital entry point for renowned global brands, using its scalable infrastructure to propel the next phase of e-commerce through intelligent AI and global M&A, continuously enhancing its role as the Gate 2 Adventure in the digital realm.