G2A.COM has deployed an autonomous customer support agent named Dave that resolved roughly 14,400 tickets in its first 63 days, cutting the volume of requests requiring human support by 27-30%. The system now operates 24/7 across 180 countries for sellers on the digital marketplace, handling about 10,000 conversations per week.
Results from the first two months
Dave's deployment during a two-month trial delivered several measurable outcomes. The most immediate: about 15,000 tickets were handled, reducing the load on human teams by nearly a third. A 93.8% routing accuracy meant cases went straight to the correct seller or platform support team without manual triage. Users gave the automated process a satisfaction score of 4.16 out of 5, with 74% rating it as easy or very easy.
Behind the scenes, every response undergoes automatic evaluation across 13 quality and safety dimensions. The average quality score reached 91.2%, and only 0.81% of interactions drew negative in-chat feedback. Those metrics point to an agent that sellers can rely on during volume spikes, such as blockbuster game launches.
How Dave avoids typical chatbot pitfalls
Unlike standard chatbots that rely on generative text, Dave connects directly to a seller's transaction history. This allows instant verification of payment status, applicable policies, and order details. Cases involving vouchers, game keys, software licenses, or refunds are resolved with reference to real data, not probabilistic output. G2A designed the system to sidestep AI hallucinations entirely by basing answers on documents and records. This data-grounded approach reflects a broader shift in AI for Customer Support where accuracy depends on verified information rather than fluent-sounding responses.
When a case requires human intervention from the seller, Dave hands off a full case summary so customers never repeat themselves. The routing logic also distinguishes between seller-specific issues and platform-level problems, directing each to the right team.
What leadership says
Paweล Wrรณbel, CGO at G2A.COM, framed Dave as part of building an "AI-native organization." He said: "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 platform to scale globally while delivering faster and more trusted user experiences."
He also noted that major game releases can cause inquiry surges within hours, making it inefficient to scale human agents alone. Dave provides multilingual support at scale immediately, leaving complex cases to human sellers when needed. This integrates with the company's broader push toward AI Agents & Automation embedded in daily operations rather than grafted on as a separate tool.
Why this matters for customer support teams
A 27-30% reduction in tickets needing human attention shifts team capacity toward nuanced issues that machines cannot handle. The 93.8% routing accuracy shows that AI can effectively triage cases, cutting down the frustrating back-and-forth that erodes efficiency and customer satisfaction. Built on verified data rather than pure generation, Dave earned a 4.16 user satisfaction score - a number many human-staffed teams would find respectable. For support leaders, that means automated triage and resolution can handle spikes without sacrificing trust, while freeing agents to work on cases that need human judgment.
Your membership also unlocks:
