G2A has launched its AI support agent, Dave, for sellers across its digital marketplace in 180 countries. The tool assists with customer inquiries about orders, refunds, and digital products and became available globally after a 63-day trial period.
AI reduces human support tickets by 27% to 30%
During the trial, Dave handled over 14,400 support cases, reducing the need for human intervention by 27% to 30%. The system managed around 10,000 customer conversations weekly. Its routing accuracy reached 93.8%, while satisfaction scores averaged 4.16 out of 5. Nearly three-quarters of users found the automated process easy or very easy.
Dave differs from traditional chatbots by connecting directly to transaction records and seller policies. This setup allows verification of payment status, orders, vouchers, refunds, and digital game keys before responding. When cases require human attention, the system forwards them with a summary, sparing customers from repeating their issue.
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The company reported that Dave’s responses met an average quality score of 91.2%, with only 0.81% receiving negative feedback. Each response undergoes evaluation against 13 quality and safety measures.
Built for gaming’s unpredictable demand spikes
The tool was developed to manage sudden increases in customer inquiries following major video game releases. These spikes often overwhelm sellers, who struggle to respond quickly to questions about orders or refunds. Dave provides 24/7, multilingual support without requiring additional staff.
G2A serves more than 35 million users worldwide, offering digital products like games, downloadable content, gift cards, software, and subscriptions. The launch reflects a shift toward AI-driven customer support in industries with volatile demand patterns.
Paweł Wróbel, G2A’s Chief Growth Officer, stated the tool helps sellers maintain high support standards during sudden activity surges. “Major game launches can trigger spikes in user inquiries within hours,” he said. “Dave delivers immediate, high-quality assistance at scale.”
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When cases need manual review, sellers receive a detailed summary, removing the need for customers to restate their issue. Wróbel described the tool as part of a broader effort to integrate AI into the company’s operations. “AI is no longer just a productivity tool,” he said. “The real benefit comes from embedding it into how a business functions.”
The system’s performance will depend on handling the gaming market’s unpredictable rhythms. Sellers and G2A will monitor its ability to sustain early results during future release cycles.
The company has not announced plans to expand Dave’s capabilities beyond its current functions. For now, the focus remains on improving the tool’s existing features. Sellers must adapt to a support system that offers efficiency but may still need human oversight for complex cases.
