The autonomous AI agent named Dave from G2A.COM has assisted sellers in resolving 14,400 support tickets over the course of 63 days.

      Dave, a new AI-driven tool for sellers, aids in resolving 54% of their cases and effectively handles demand surges during AAA game launches. Now accessible in 180 countries, it has decreased the volume of tickets submitted to Seller Support teams by 30%.

      G2A.COM, one of the largest digital marketplaces globally, announced the worldwide launch of 'Dave,' its proprietary autonomous customer support agent, which will be available to sellers using the platform, following a successful two-month test period.

      While sellers maintain the quality of their offerings and have autonomy in their decisions, significant spikes in customer support demand may occur during major video game releases like GTA 6. Despite their efforts, sellers might struggle to address all support requests promptly. Dave was specifically designed to assist sellers in managing these fluctuations and is now operational 24/7 across 180 countries.

      Dave has streamlined sellers' operations and processes, handling approximately 10,000 conversations worldwide each week. Unlike conventional chatbots, Dave connects directly to the seller's transaction history, enabling immediate verification of payment status and seller policies, which allows for quick issue resolution. By utilizing verified data instead of solely relying on generative text, the system mitigates the risk of AI errors and effectively manages complicated cases involving vouchers, game keys, software licenses, and refunds processed by sellers.

      In its first 63 days of full operation, Dave accomplished several significant operational goals:

      - Ticket Reduction: By managing around 15,000 tickets, Dave helped resolve them swiftly for sellers and decreased the overall number of tickets needing human support by 27–30%.

      - High-Precision Routing: Dave achieved a routing accuracy of 93.8%, immediately directing cases to the appropriate third-party seller or, in cases related to platform operations, to G2A.COM Support, adhering to marketplace policies.

      - Strong User Acceptance: Dave AI received 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 earned an average quality score of 91.2%, with just 0.81% of interactions receiving negative feedback. Each response is automatically assessed across 13 dimensions of quality and safety.

      “As G2A.COM expands internationally, ensuring that sellers can deliver top-notch customer support remains a priority. Activity in the gaming ecosystem, particularly during major game launches, can cause sudden spikes in user inquiries within hours, making it inefficient to scale support by simply hiring more agents. Dave was developed to provide immediate, high-quality, multilingual assistance at scale. If a case necessitates manual intervention, the seller and their support team are provided with a detailed analysis and summary of the case, so users never have to repeat their inquiries.

      Dave also represents a step toward creating an AI-native organization and environment. AI has transcended being a mere productivity tool or competitive edge; the true advantage lies in integrating AI into the core operational framework of a company. Dave exemplifies this strategy, assisting us and the sellers on our platform in scaling globally while enhancing user experiences with speed and trust,” stated Paweł Wróbel, CGO at G2A.COM.

      About G2A.COM:

      G2A.COM is one of the largest marketplaces for digital entertainment, catering to over 35 million users across 180 countries and anticipating more than 200 million visits in 2025. As a gateway to digital entertainment within a rapidly advancing digital ecosystem, G2A.COM offers access to over 125,000 digital products, such as vouchers, games, DLCs, in-game items, and non-gaming products like gift cards, subscriptions, software, and e-learning, from sellers around the globe. A compliance-driven organization audited by Deloitte for over a decade, G2A.COM is recognized for online security, having received the esteemed American CNP Award alongside industry leaders like Microsoft and PayPal. Today, the company serves as a key gateway for well-known global brands, utilizing its scalable infrastructure to propel the next phase of e-commerce through AI and global mergers and acquisitions, continually enhancing its role as the Gate 2 Adventure in the digital landscape.