It's 2 a.m. in France, and a player has just paid for a Clash of Clans account on igitems, a marketplace where gamers buy accounts, top-ups and in-game items from verified sellers. The account hasn't shown up yet. They open the chat and ask, in French, if something has gone wrong.
A reply in French comes back a few seconds later. The seller set a delivery time when they listed the account, and igitems holds the payment until the order is complete. If the deadline passes, the player can open a dispute, and the money stays on hold until it's settled.
Vex, the AI agent igitems runs on Yaplet, wrote that reply from an English help article. Had the player asked for a person instead, someone from the team would have joined within half a minute.
In more than half of this year's conversations at igitems, the team didn't have to reply at all. In 2025, that share was under one in three.
About the marketplace
What it is: a marketplace for verified sellers of gaming goods
What sells: game accounts, top-ups, in-game currency and items, gift cards and game keys. Clash of Clans has the most listings.
Payments: igitems holds the buyer's money until the order arrives as described
Customers: buyers and sellers in more than 170 countries, writing in by chat and email
On Yaplet: live chat with an AI agent, email support, a public help center, newsletters, triggered emails and social posting
Q&A with Daniel, Head of Marketing
We asked Daniel how support at igitems has changed since an AI agent started taking the first reply.
In more than half of your conversations, nobody from the team has to reply. What has that changed for support?
The repetitive questions are gone. The team now handles the less common cases, the ones we haven't automated yet. Over time, we'll probably cover every kind of customer conversation with Vex.
Your customers write in dozens of languages, and your help center is in English. How does that work?
It works great. Our site is available in 40 languages, and the chat widget shows in almost all of them, so customers feel comfortable contacting us in their native language. The AI answers in their language, even though all our knowledge is written in English. And when an agent joins, there's auto-translate.
Buyers and sellers ask very different things. Which of their questions does the AI handle?
Everything in our FAQ and everything documented on our website. Since we started using Yaplet, we've collected a lot of new frequently asked questions and added those too. For our own processes, we built custom workflows and API connections.
Why did you turn on the AI that checks your agents' answers?
We noticed that some of our agents sometimes answered less accurately than the AI. With the feature on, an agent gets a hint about any factual mistake they make, so they can correct it on the spot.
Where Vex gets its answers
Vex answers from the igitems help center, a public library of more than 100 articles. The team writes each article once, in English, and adds new ones as new questions come in. A buyer can write in Spanish, Arabic or German; Vex reads the English article and answers in the buyer's language.
The site comes in 40 languages, and the chat widget switches to the visitor's browser language. About one in five conversations opens in a language other than English. The team doesn't translate anything by hand: once an agent takes over, the inbox translates the customer's messages for them.
The igitems chat widget opens in the visitor's browser language, here in French.
For questions about what's for sale, Vex goes past the help center. It searches the marketplace's live listings through an API connection, so a buyer looking for a Clash of Clans account sees the offers and prices that are up right now.
Two kinds of customers
Buyers and sellers want different things from support. Buyers ask where their order is and how refunds work. Sellers ask about the ID check, seller levels and payout dates. The help center has articles for both groups, so Vex can answer both.
A few requests need someone on the team to make a call. Sellers who want power-seller status apply through a form inside the chat, and so do people asking for access from countries with restrictions. The team gets each form as a ticket.
Some topics go to a person straight away. A workflow sends reports of a banned account, or of a seller who lost access, to the team and tells the customer how soon to expect a reply.
The workflow that sends reports of banned or restricted accounts to the team.
Support at 2 a.m.
Two-thirds of the conversations at igitems start in the evening, overnight or on a weekend. Vex replies first. If the customer asks for a person, someone from the team joins the live chat in under half a minute, and the wait at night or on a weekend is no longer than on a weekday.
Customer emails in the same inbox
Since late July, customer emails have landed in the same inbox as the chats. Vex answers them from the same help center and moves spam out of the way. About four in five of the emails Vex answers need no reply from the team.
The AI checks the agents too
Since late August, an AI has also read the answers the agents send and compared each one with the help center. If something doesn't match, the agent sees a private note in the chat, hidden from the customer, and can fix the answer in the same conversation.
A flagged answer: what an agent told a customer, next to what the help center says.
So far it has checked more than 4,000 agent answers and flagged a few for a second look. The agent monitoring docs explain how the check works.
Newsletters and triggered emails
The marketing emails go out from the same workspace: newsletters to more than 250,000 subscribers, and more than 110,000 triggered emails since late July, from coupon reminders to abandoned-cart nudges. Daniel on the move:
We used MailerLite, and abandoned carts ran on a separate system we had built ourselves. Running them in the same system as everything else is much easier. The abandoned cart email works best for us. We have our numbers from before and after, and it's a night-and-day difference.
AI customer support for a marketplace: four ideas to borrow
Write each answer once. One help center in one language is enough, and the AI answers in the customer's language.
Write for both sides. Buyers and sellers ask different questions, so give each group its own articles.
Keep a person within reach. Let customers ask for a human at any point, and answer fast when they do.
Check your agents' answers. Compare what agents tell customers with the help center, and tell the agent while the conversation is still open.
Frequently asked questions
Can an AI agent answer in languages my help center doesn't have?
Yes. Vex reads your articles in the language you wrote them in and replies in the customer's language. At igitems, the help center is in English, and about one in five conversations is in another language.
How much of a marketplace's support can AI handle?
It depends on your help center, and on how many requests need a person to act, like refunds or disputes. At igitems, the team didn't have to reply in more than half of the conversations in 2026.
What happens when a customer wants to talk to a person?
They ask, and the conversation moves to the team's inbox with the AI's part of the chat in view. At igitems, someone joins in under half a minute, day or night.
The Yaplet features behind it
The AI agent is Vex, answering in the live chat and the email inbox, and the help center runs on a Yaplet knowledge base. Seller applications come in through forms, workflows pass special cases to the team, and agent monitoring checks the agents' answers. For marketing, the marketplace sends newsletters and email automations and posts to Facebook and Instagram with social posting.
To try an AI agent on your own customers' questions, start with Vex or compare the plans.
Figures as of October 9, 2026.
