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G2A has launched an AI support agent called Dave for sellers on its marketplace. The tool is now available in 180 countries.
Dave was introduced after a trial in which it helped sellers manage sudden surges in customer enquiries linked to major video game releases. In its first 63 days of full deployment, the system handled more than 14,400 seller support cases and cut the share of tickets needing human intervention by 27% to 30%.
The rollout reflects a broader push by online marketplaces to automate customer service, particularly in categories where demand can spike around product launches. For gaming marketplaces, those surges can arrive within hours when a major title drives heavy traffic and follow-up questions about purchases, refunds, and digital delivery.
According to G2A, Dave handles about 10,000 customer conversations a week worldwide. The agent connects directly to transaction records and seller policies, allowing it to check payment status, orders, refunds, vouchers, and digital game keys while handling a case.
If an issue cannot be resolved by the system, the case is passed to the seller with a summary of the exchange. This is intended to prevent customers from having to repeat earlier messages when a human agent takes over.
Trial results
G2A reported a routing accuracy rate of 93.8% during the initial deployment period. The system directs customer cases either to the relevant third-party seller or to G2A support when the issue relates to the operation of the marketplace itself.
The company also reported a customer satisfaction score of 4.16 out of 5 for the automated process. It said 74% of users rated the process as easy or very easy, while average response quality reached 91.2% and negative in-chat feedback was 0.81%.
Those figures suggest G2A is measuring the tool on both efficiency and customer response, rather than simply on the volume of tickets handled. Customer support automation has often faced criticism when it adds friction or makes escalation harder, especially in digital commerce, where disputes can involve payments, missing codes, or product access.
G2A said Dave differs from a standard chatbot because it relies on verified transaction data rather than generative text alone. That approach is intended to reduce the risk of incorrect answers and allow the system to handle more complex support issues, including software licences and seller-issued refunds.
The marketplace operates in digital entertainment, selling products including games, downloadable content, gift cards, subscriptions, and software through third-party sellers. It says it serves more than 35 million users in 180 countries and offers more than 125,000 digital products.
AI strategy
The launch also offers a clearer picture of how G2A plans to use AI in its marketplace operations. Rather than limiting automation to internal productivity tools, it is applying it to direct interactions between buyers and sellers, where service quality can affect repeat business and trust in the platform.
Paweł Wróbel, Chief Growth Officer at G2A, described the tool as a response to demand spikes that cannot be met simply by adding staff at short notice.
"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," said Paweł Wróbel, Chief Growth Officer at G2A.
For sellers on digital marketplaces, customer support can be difficult to scale because workloads are uneven and often tied to release cycles outside their control. A system that can resolve routine payment and fulfilment queries could reduce staffing pressure, though its effectiveness will depend on whether it can maintain accuracy when disputes become more complex.
G2A said every response from Dave is automatically evaluated across 13 quality and safety dimensions. In the first phase of deployment, the system resolved about 54% of seller cases, with the rest routed onward for manual handling.
Human agents still handle a substantial share of cases, but the figures indicate where G2A sees the most immediate gains from automation: triage, verification, and resolution of straightforward issues at scale, particularly when blockbuster game launches trigger a rush of customer contact.