eneba.com
By deploying Ace Waves AI agents, Eneba cut support costs by 60%, saved $1M annually, and resolved customer issues in seconds - setting a new standard for marketplace CX.
Eneba Cuts Support Costs by 60% With AI Agents
Eneba is one of the fastest-growing gaming marketplaces worldwide
Primary support channel where AI agents are deployed: Email
Helpdesk interface: Kustomer
Eneba’s challenge
Eneba is one of the fastest-growing gaming marketplaces, with more than 20 million active buyers and sellers. Their customer support operation covered the full spectrum of work, from complex buyer–seller disputes to simpler daily tasks like account management and common “how-to” questions.
A large customer support department of human agents worked hard every day to keep up, yet resolution times still ranged from 12 to 72 hours, especially during peak seasons. The work was manual, repetitive, and increasingly uninspiring. Scaling meant either hiring more human agents or accepting longer wait times, both of which are unsustainable for a high-growth marketplace under profitability pressure.
“Before Ace Waves, AI attempts in support were disappointing. Now it’s a trusted part of our core operation and a clear competitive edge. I sleep well knowing our AI agents take great care of our customers.
Vytis Uogintas,
CEO, Eneba
The shift to AI
Ace Waves deployed AI agents fully embedded in Eneba’s helpdesk Kustomer. They now resolve tickets in as little as 1 minute compared to 12–72 hours before.
AI agents operate in 90+ languages, respond with human-like empathy, and are governed by strict hallucination-prevention and escalation protocols - ensuring safety, compliance, and brand control.
For Eneba, the impact was immediate: customers enjoy instant resolutions, predictable quality, and skyrocketing CSAT, all with zero compromise on oversight. The finance team sees the cost impact - 60% reduction. The operations team sees the operational lift - faster case handling and smoother peak-season performance. Support leads see the elimination of process bottlenecks without the complexity of retraining teams or rebuilding workflows.
Measured impact
- Support Costs: reduced by 60%, saving over $1M annually.
- Resolution Speed: improved from 12-72 hours to just 1 minute.
- Higher CSAT: significant uplift in satisfaction from both buyers and sellers.
- Competitive Proof: Ace Waves outperformed Zendesk AI and Kustomer AI in ticket resolution rate, response time, and customer satisfaction in head-to-head pilot testing.
Seamless adoption
Ace Waves AI agents handle the full case flow inside Eneba’s existing tech stack - no process overhaul required. They assist both buyers and sellers: buyers receive instant resolutions; sellers are spared irrelevant claims that previously reached them first.
Technically, the agents have the same tool access and capabilities as human agents - checking transaction history, validating evidence, issuing refunds, or escalating when required. They went live handling real tickets from day one, quickly gaining trust from the operations team and proving their reliability under peak loads.
“This is not just cost savings, it’s a foundation for scaling without proportional hiring and growing seamlessly across every channel, from email to chat to voice. Ace Waves AI is now part of our core CX strategy.
Šarūnas Dubauskas,
VP of Finance, Eneba
What’s next
Eneba is now expanding into Ace Waves' multi-agent orchestration platform, adding specialized AI agents to handle additional ticket types. Our team works alongside Eneba’s newly formed AI Customer Support Group, focused on agent supervision, continuous training, and CX improvement.
Support currently delivered by email will soon be extended across chat and voice, giving customers the same instant service everywhere without additional staffing.