G2A.COM, one of the world’s largest digital marketplaces for games and software, has announced the global launch of ‘Dave’, an autonomous AI-powered customer support agent designed specifically for sellers on its platform. The announcement follows a highly successful two-month trial period during which Dave processed over 15,000 tickets, helping sellers resolve 54% of their cases and reducing the number of tickets requiring human intervention by 27–30%.
Dave is not a typical chatbot. Unlike traditional AI assistants that rely solely on generative text, Dave is directly connected to each seller’s transaction history, payment status, and policy database. This allows it to instantly verify information and resolve issues such as refunds, missing game keys, voucher problems, and software licensing queries without human involvement. By grounding its responses in verified data rather than predictive language models, Dave avoids the risk of AI hallucinations—a common problem where AI generates plausible but incorrect information.
During the initial 63-day deployment, Dave achieved several impressive operational milestones. It handled roughly 10,000 conversations per week across 180 countries. Its routing accuracy reached 93.8%, meaning it could correctly direct cases either to the appropriate third-party seller or, for platform-specific issues, to G2A.COM’s own support team. User acceptance was strong: Dave received an average satisfaction score of 4.16 out of 5, and 74% of users rated the automated process as easy or very easy. Quality and trust metrics were also high: responses achieved an average quality score of 91.2%, with only 0.81% receiving negative in-chat feedback. Every response is automatically evaluated across 13 quality and safety dimensions.
The need for such a tool stems from the volatile nature of digital marketplaces. Major video game releases—such as the anticipated GTA 6—can trigger sudden surges in customer inquiries within hours. Scaling support by hiring more human agents is inefficient and slow. Dave operates 24/7 in 180 countries, providing immediate, multilingual assistance. If a case requires manual intervention, Dave provides a comprehensive summary to the seller’s team, ensuring that users never have to repeat themselves.
Paweł Wróbel, CGO at G2A.COM, emphasized that Dave represents a step toward 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. Dave is a practical example of that approach, helping us and sellers using the platform to scale globally while delivering faster and more trusted user experiences,” he said.
The development of Dave is part of a broader trend in e-commerce and customer support automation. Many companies are deploying AI agents to handle repetitive queries, but few have achieved the level of integration that G2A.COM has. By linking directly to transaction data and seller policies, Dave can perform tasks that previously required human judgment, such as verifying payment status or checking the validity of a discount code. This reduces the workload for sellers and speeds up resolution times for buyers.
For context, G2A.COM serves over 35 million users from 180 countries and saw more than 200 million visits in 2025. The marketplace offers over 125,000 digital products, including games, DLCs, in-game items, gift cards, software subscriptions, and e-learning materials, sold by thousands of independent sellers worldwide. The company has been audited by Deloitte for over a decade and is known for its compliance and security—it even won a CNP Award alongside Microsoft and PayPal.
The introduction of Dave is likely to have significant implications for the tens of thousands of sellers on G2A.COM. Many small and medium-sized sellers struggle to maintain round-the-clock support, especially during marketing campaigns or major game launches. Dave effectively acts as an outsourced support team that never sleeps, handling initial queries and only escalating complex cases. This can improve seller ratings and reduce the risk of disputes or chargebacks.
From a technical perspective, Dave is built on a combination of machine learning models for intent recognition and rule-based systems for executing actions. The AI is trained on millions of past support conversations and transaction records. It uses natural language processing to understand user queries, then cross-references seller policies and transaction data to generate accurate, personalized responses. The system is also designed to learn from feedback: each resolved case helps improve future interactions.
Looking ahead, G2A.COM plans to expand Dave’s capabilities further. Potential future features include proactive support (where Dave initiates conversations to prevent issues) and deeper integration with seller inventory management systems. The company is also exploring using similar AI agents for other parts of its marketplace, such as buyer support and fraud detection.
The success of Dave underscores a crucial point for the tech industry: autonomous AI agents are moving beyond simple chatbots toward full-fledged digital workers. By reducing ticket volumes by nearly a third and maintaining high satisfaction levels, Dave demonstrates that AI can handle complex, high-stakes tasks in a regulated marketplace environment. This could set a new standard for customer support in e-commerce, particularly in sectors where verification and trust are paramount.
For G2A.COM, the launch of Dave is not just an operational improvement—it’s a strategic move. As the company expands globally through M&A and continues to build an AI-native ecosystem, tools like Dave will be essential for maintaining service quality while controlling costs. The marketplace industry is watching closely. If Dave continues to perform at these levels, it could become a blueprint for other digital platforms facing similar support challenges.
In the rapidly evolving world of digital commerce, customer expectations are rising. They want instant, accurate, and personalized support around the clock. Dave delivers on that promise, and the early results suggest that both sellers and buyers are reaping the benefits. Whether handling a missing game key during a midnight launch or processing a refund for a defective software license, Dave is proving that AI can be a reliable partner in the customer experience journey.
As G2A.COM continues to refine Dave, the company is also gathering data on which types of queries are best handled autonomously and which still require human empathy. The 4.16 satisfaction score indicates that users are generally happy with the automated experience, but there is room for improvement. The company plans to use the rich feedback data to fine-tune Dave’s tone, empathy, and problem-solving strategies.
Ultimately, Dave represents a significant milestone in the practical application of autonomous AI agents in a complex marketplace. The 14,400 tickets resolved in 63 days is just the beginning. As the technology matures, we can expect to see more AI agents like Dave taking over an ever-expanding range of support tasks, freeing human agents to focus on exceptional cases that truly require human intervention.