Digital marketplace G2A.COM launches autonomous customer support agent following trial period
G2A.COM has announced the global launch of Dave, its proprietary autonomous customer support agent, which will be available to sellers operating on the digital platform, following a two-month trial period. It says that Dave has streamlined sellers’ operations and processes, managing roughly 10,000 conversations globally per week.
Unlike traditional chatbots, it 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.
“As we continue 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," says Paweł Wróbel, CGO at G2A.COM.
"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 organisation 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 platform to scale globally while delivering faster and more trusted user experiences."
2026 RTIH Innovation Awards
AI will be a key focus area at the 2026 RTIH Innovation Awards.
The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.
Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.
Check out our 2025 winners here.
Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.
In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”
“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”
He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”
Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.
