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G2A has rolled out its AI support agent, Dave, to sellers worldwide. The system is now available in 180 countries.
The launch follows a 63-day deployment during which Dave helped sellers resolve more than 14,400 support cases. During that period, the tool reduced tickets requiring human intervention by 27% to 30% while handling about 10,000 customer conversations a week, according to G2A.
Dave is designed for sellers on G2A's digital marketplace, where demand can rise sharply around major video game releases. Those spikes can leave sellers struggling to respond quickly to customer questions about orders, refunds and digital products.
Unlike a standard chatbot, the agent connects directly to transaction records and seller policies. This allows it to check payment status, orders, vouchers, refunds and digital game keys before responding to users.
When a case cannot be completed automatically, the system passes it to the seller with a summary of the exchange. This means customers do not need to repeat the details of their issue when a human agent takes over.
During the trial, Dave achieved a routing accuracy rate of 93.8%, G2A said. It also recorded a customer satisfaction score of 4.16 out of 5, while 74% of users rated the automated process as easy or very easy.
G2A added that the agent's responses achieved an average quality score of 91.2%, while 0.81% received negative in-chat feedback. Each response is assessed against 13 quality and safety measures.
Demand spikes
The rollout reflects a broader push by online marketplaces to use AI to manage customer support volumes without relying solely on larger teams of human agents. Gaming marketplaces can face concentrated bursts of traffic when major titles launch, putting pressure on sellers to handle support requests in a short period.
Built to address that pattern, Dave now operates around the clock. G2A serves more than 35 million users in 180 countries and offers digital products including games, downloadable content, gift cards, software and subscriptions.
Paweł Wróbel, Chief Growth Officer at G2A, said the tool was intended to support sellers during periods of sudden increases in customer demand.
"As G2A.COM continues to expand globally, ensuring that sellers can provide the highest possible standard of customer support remains a key priority. Activity across the gaming ecosystem, including major game launches, can trigger sudden spikes in user inquiries within hours, making it inefficient to scale support simply by hiring more agents. Dave was created to deliver immediate, high-quality, multilingual assistance at scale.
If a case requires full manual intervention by the seller, the seller and their support team receive a comprehensive analysis and summary of the case, so users never have to repeat themselves. Dave is also another step in building an AI-native organization and environment.
AI is no longer just a productivity tool or a competitive advantage. The real advantage comes from embedding AI into the core of how a company operates. Dave is a practical example of that approach, helping us and sellers using the platform scale globally while delivering faster and more trusted user experiences."