Digital marketplace G2A.COM launched its autonomous AI support agent Dave globally on July 30, following a 63-day trial that saw the system resolve 14,400 seller tickets and cut the number of cases reaching human support teams by up to 30%. The agent now operates 24/7 across 180 countries, managing roughly 10,000 conversations per week and handling 54% of seller support cases without human intervention.
G2A.COM, a marketplace for digital entertainment with over 35 million users across 180 countries, built the agent to help sellers manage spikes in support requests during blockbuster video game releases. The platform gives access to more than 125,000 digital offerings, including vouchers, games, software, and e-learning.
Handling demand spikes during AAA game launches
Large-scale customer support surges during releases like GTA 6 can overwhelm sellers, even when they maintain high-quality offerings. Dave connects directly to each seller's transaction history to instantly verify payment status and policies. This lets the agent resolve issues involving vouchers, game keys, software licenses, and refunds immediately, without sellers needing to hire extra staff.
How Dave avoids AI hallucinations
Unlike chatbots that rely solely on generative text, Dave pulls verified data from transaction records. Grounding its responses in that data eliminates the risk of hallucinations and errors. When a case does require full manual intervention, the seller's team receives a full summary of the case so users never have to repeat their details.
Operational results from the 63-day trial
During the initial deployment, Dave achieved a 93.8% routing accuracy, correctly directing cases to the relevant third-party seller or to G2A.COM's own support. It reduced the overall volume of tickets requiring human support by 27-30%. Users gave the AI a satisfaction score of 4.16 out of 5, and 74% rated the automated process as easy or very easy. Dave's responses scored an average quality rating of 91.2%, with only 0.81% receiving negative in-chat feedback. Every response is automatically evaluated across 13 quality and safety dimensions.
"As G2A.COM continues to expand globally, ensuring that sellers can provide the highest possible standard of customer support remains a key priority," said Paweล Wrรณbel, CGO at G2A.COM. "Dave is also another step in building an AI-native organization. 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."
Why this matters for customer support professionals
For support teams, the trial shows that autonomous agents can absorb sudden demand spikes without growing headcount. Rather than displacing human agents, systems like Dave handle repetitive verification tasks and only escalate complex cases-complete with a pre-built summary-so staff can focus on work that requires judgment. The 93.8% routing accuracy and 91.2% quality score also suggest that well-designed AI agents can maintain trust while scaling. As more companies explore AI Agents & Automation, the ability to integrate AI into transaction data will become a key differentiator in AI for Customer Support.
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