Dave, a New AI-Powered Tool for Sellers, Helps Resolve 54% of Their Cases and Efficiently Manages Demand Spikes During AAA Game Launches. Now available in 180 countries, it has reduced the number of tickets submitted to Seller’s Support teams by 30%.
G2A.COM, the world’s largest digital marketplace, today announced the global launch of ‘Dave’, its proprietary autonomous customer support agent, which will be available to sellers operating on the platform, following a highly successful two-month trial period.
Although sellers ensure the high quality of their offerings, and remain autonomous in all their decisions, large-scale surges in customer support demand may occur during blockbuster video game releases such as GTA 6.
Despite their best efforts, sellers may not be able to handle all these support requests within a short period of time. Dave was built specifically to help sellers manage such spikes and now operates 24/7 across 180 countries.
Dave has streamlined seller’s operations and processes, managing roughly 10,000 conversations globally per week. Unlike traditional chatbots, Dave connects directly to the seller’s transaction history and enables instant verification of payment status and the seller’s policies, allowing issues to be resolved immediately. By relying on verified data rather than solely on generative text, the system avoids the risk of AI hallucinations and errors and effectively manages complex cases involving vouchers, game keys, software licenses, and refunds processed by sellers.
In its first 63 days of full deployment, Dave achieved several key operational milestones:
- Ticket Reduction: Dave streamlined the handling of approximately 15,000 tickets, helping to resolve them quickly on behalf of sellers and reducing the overall volume of tickets requiring human support by 27–30%.
- High-Precision Routing: Achieved 93.8% routing accuracy, instantly directing cases to the relevant third-party seller or, where they related specifically to the operation of the platform, to G2A.COM Support, in line with marketplace policies.
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Strong User Acceptance: Dave AI received a satisfaction score of 4.16 out of 5. Additionally, 74% of users rated the automated process as easy or very easy.
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Quality and Trust Metrics: Dave’s responses achieve 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.
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