G2A.COM launches AI agent Dave for seller support

G2A.COM said its autonomous support agent Dave is now available to sellers globally after a two-month trial. The tool handled about 14,400 support tickets in 63 days and is designed to help sellers absorb demand spikes during major game launches.

Why it matters: - G2A.COM is betting that AI can help sellers handle sharp spikes in customer support without adding large numbers of human agents. - The company says Dave can resolve issues faster by using verified transaction and policy data, which may reduce errors in complex cases involving game keys, vouchers, software licenses and refunds. - Dave is part of G2A.COM's broader push to build an AI-native operation that scales across markets and languages.

What happened: - G2A.COM announced the global launch of Dave, its proprietary autonomous customer support agent, for sellers on its marketplace. - The launch follows a two-month trial period. - In its first 63 days of full deployment, Dave helped resolve about 14,400 support tickets. - G2A.COM said Dave is available 24/7 across 180 countries.

The details: - Dave manages roughly 10,000 conversations globally each week. - The system connects directly to a seller's transaction history. - Dave verifies payment status and seller policies before resolving cases. - G2A.COM said that approach helps avoid hallucinations and other AI errors. - The tool is built to route cases instantly either to the relevant third-party seller or to G2A.COM Support when a case relates to platform operations. - In the first 63 days, Dave reduced the total volume of tickets requiring human support by 27% to 30%. - Dave reached 93.8% routing accuracy. - Users gave the automated process a satisfaction score of 4.16 out of 5. - G2A.COM said 74% of users rated the process easy or very easy. - Dave's responses averaged a quality score of 91.2%. - Only 0.81% of responses received negative in-chat feedback. - Every response is automatically evaluated across 13 quality and safety dimensions. - The system can hand off cases that need manual seller intervention with a full analysis and summary so users do not have to repeat themselves.

Between the lines: - The launch comes as major video game releases can create sudden support surges within hours, stretching seller operations. - G2A.COM is positioning Dave as more than a chatbot by tying it to transaction data and seller policy rules. - The company is also signaling that AI will be embedded into core operations rather than used only as a productivity add-on. - Paweł Wróbel, G2A.COM's CGO, said the goal is to deliver immediate, high-quality, multilingual assistance at scale and improve trust in user support.

What's next: - G2A.COM plans to keep Dave running for sellers as demand spikes continue around blockbuster game launches and other high-traffic periods. - The company is likely to use the rollout as a test case for broader AI-driven support across its marketplace. - G2A.COM will continue evaluating responses through its quality and safety scoring system.

The bottom line: - G2A.COM is using Dave to offload routine support work, improve routing accuracy and give sellers a way to absorb sudden demand surges without sacrificing response quality.