Steer
one tree, two skins · the path below is the one you just watched
OUR PROPOSAL · NOT YOUR CURRENT SYSTEM
T or ESC
STEP 1 · WHAT SHE WANTS
Help me choose
Compare specs
Track an order
No data needed. Routing only.
STEP 2 · WHAT MATTERS MOST
Camera
Battery
Compact
Big screen
Fed by: product attribute matrix
STEP 3 · HOW FAR SHE’LL GO
Flagship
Best value
Fed by: catalogue · price bands
STEP 4 · WHAT SHE HAS NOW
Trading in a Nova 21
Nothing to trade
Fed by: trade-in matrix · owned-device record
RESULT
Orvella Arc 8 512GB
Camera-first flagship · your Nova 21 trade-in applies · tonight’s quote can be saved
SAVE CART + QUOTE
BOOK A 9AM CALL
Fed by: catalogue · stock · promo calendar · trade-in residuals
THE PART THAT IS ACTUALLY HARD
PRODUCT CATALOGUE · hourly
STOCK · 15 min
PROMO CALENDAR · daily
TRADE-IN RESIDUALS · weekly
IF A FEED GOES STALE → THE NODE WITHDRAWS
A tree is easy to draw and cheap to copy. Keeping four feeds fresh is neither, and it is the whole difference between a guided sale and a wrong one. A node whose feed is stale stops recommending rather than recommending something expired. The failure we find most often in a market audit is a promo card still serving an offer that expired weeks earlier.
Live mode
type as the customer · the panel answers from the catalogue, the promo calendar and the trade-in matrix
BUILD 17 Sept 02:53 · L or ESC to exit
Chat with an Orvella Expert
Hello. I am your Orvella sales agent and happy to assist you on any inquiries. How can I help you today?
Start with hi. Then: what’s my Nova 21 worth · how much is the Arc 8 · can I pay monthly · what colours · 512 or 1TB · fold or flip · when does it arrive · thanks
TP INFINITY · CONTEXT PANELidleNothing has been said yet.
The panel fills the moment the customer types.
The panel fills the moment the customer types.
TP INFINITY
ORVELLA SALES ADVISOR FY2027 · EXPERIENCE SIMULATION
ORVELLA SALES ADVISOR FY2027 · EXPERIENCE SIMULATION
1 · THE JOURNEY
2 · AFTER HOURS
3 · COMMAND CENTER
SYNTHETIC DATA · ILLUSTRATIVE OFFERS
ORVELLA IS A FICTIONAL BRAND
BUILD 17 Sept 02:53
ORVELLA IS A FICTIONAL BRAND
BUILD 17 Sept 02:53
SINGAPORE · 9:47 AM
MOBILE / ARC SERIES
Orvella Arc 8
A new shape unfolds. Wide cover screen, immersive display.
PRODUCT VISUAL · ILLUSTRATIVE
Compare
Buy now
Don't miss the latest Orvella Arc 8 series. Chat with us for exclusive offers.
Chat with an Orvella Expert
Orvella Sales Agent
▾
Sat, Aug 22
Hello. I am your Orvella sales agent and happy to assist you on any inquiries. How can I help you today?
Orvella Arc 8
Trade in your old device for up to S$750 off, or use code GADGET for 30% off selected accessories.
Buy
‹
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Please choose one below so we can connect you to our friendly team of experts.
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Please choose the option you prefer to continue the chat with our Orvella Expert
Text Chat
Whatsapp
Don’t forget all the incredible features and exclusive offers that await you on our new Shop App!
Download the app from Google Play now!
Please wait while we connect you to our next available text chat agent.
TODAY: MENU → CATEGORY → NAME AND EMAIL FORM → TEXT CHAT OR WHATSAPP. SIX STEPS, ABOUT SIX MINUTES, BEFORE A HUMAN ANSWERS.
You
Hi, does the Arc 8 come with a trade-in bonus? I am on a Nova 21.HIGH-POTENTIAL · PRIORITY QUEUE · CONNECTING YOU TO A SPECIALIST
WITH TRIAGE: CATEGORY, FORM AND CHANNEL CHOICE ALL SKIPPED. SIX STEPS BECOME ONE. SHE IS ALREADY WITH A CLOSER.
Mia, Orvella Expert, joined the chat
Mia · Orvella Expert
Hi! Good news, your Nova 21 qualifies for up to S$750* trade-in on Arc 8, and pairing it with Loop 8 or Air 2 adds bundle savings. Want me to lock a quote?You
Nice. Can I split payments?Mia · Orvella Expert
Yes, 0% instalments over 12 or 24 months with major cards. With your trade-in the bundle lands at S$2,610* all-in. Shall I drop it in your cart?Orvella Arc 8 512GB · Bundle quote
Incl. Nova 21 trade-in credit, Care+, Loop 8 bundle · S$2,610*
Save quote
Buy now
✓ Order placed · S$2,610*
ATTRIBUTION · chat voucher SG-MIA-2847 on order
No email matching. No two-week window. Credit stays with the conversation.
No email matching. No two-week window. Credit stays with the conversation.
▲Get the newest Arc 8 series
Type a message
↑
You are chatting with Orvella. Conversations may be recorded for quality. PDPA notice applies.
AI TRIAGEdecided in 0.3s · before anyone typed a reply
PAGEFlagship PDP · Orvella Arc 8
INTENTTrade-in question → purchase signal
IDENTITYSigned in · Orvella Account
OWNSOrvella Nova 21 (3.2 yrs) · Air 2
HIGH-POTENTIAL PRESALE → ROUTE TO HUMAN, PRIORITY QUEUE.
THE AI STANDS DOWN.
THE AI STANDS DOWN.
"The most expensive mistake an AI can make is boring a hot buyer."
SHOWN HERE TO EXPLAIN THE DECISION. IN THE CONSOLE IT SURFACES ONLY AS THE PRIORITY BADGE ON THE CASE.
Mia Tan
(24) My Open
Global_SalesChat_SG×
SalesChat_APAC×
Supervisor Care Social×
2
Available
M
My Open ▾
Case #390-2847
T
Terence G.
@6900012847
00:04:108mins (14mins)
Where is my order? The site said Tuesday.
Case Properties✉ 26 Associated messages
12 Approaching SLA
Case #390-2842
N
Nadia R.
@6900012842
00:06:553mins (9mins)
Air 4 will not pair with my Loop 7.
Case Properties✉ 19 Associated messages
Case #390-2839
A
Aiman B.
@6900012839
Do you price match against the marketplace?
Case Properties✉ 31 Associated messages
·
·
00:06:12⋯
No conversation selectedNew chats route here after triage
Customer · s.com/sg
Hi, does the Arc 8 come with a trade-in bonus? I am on a Nova 21.🔒 Live Chat · 2mins
Mia · sidecar suggestion, edited 0 words
Hi! Good news, your Nova 21 qualifies for up to S$750* trade-in on Arc 8. Want me to lock a quote?🔒 Live Chat · 2mins
Customer
Nice. Can I split payments?🔒 Live Chat · 4mins
Mia
Yes, 0% instalments 12 or 24 months. With the trade-in the bundle lands at S$2,610* all-in. Shall I drop it in your cart?🔒 Live Chat · 5mins
Type your reply
Case #390-2851
⚙ Macro
✉ Forward as Email
Subscribe
⋯
Case #390-2851
J
jia.w@example.com@6900012851
Hi, does the Arc 8 come with a trade-in bonus? I am on a Nova 21.
●
Assigned toMia Tan
PropertiesShow All
Others
Enterprise_Estimated_Quantity ·Click to Add
Enterprise_Estimated_Budget ·Click to Add
Service_Center_menu ·Click to Add
Chatbot - Voucher Type ·Click to Add
EVERY FIELD THAT COULD ANSWER “WHO IS THIS” IS EMPTY.
THE AGENT HAS A NAME, AN EMAIL AND A CATEGORY.
THE AGENT HAS A NAME, AN EMAIL AND A CATEGORY.
Smart SummaryDetailed View
Get up to speed with the latest insights, details and touch-points
❤ 4.8Live Predicted CSAT Score
🔥 22sAvg Waiting Time
😊 PositiveCurrent Sentiment
⏱ 0m 09sWaiting Time
Subscribers
Users
Click to Add
Add me as subscriber
Queues
Global Queues
Conversation
Case
Overview
Properties
ACW
Collaborate
Tasks
Activity
Evaluation
Linked Cases
Profile
Historical Cases
TP SIDECARCONTEXT · ON
THE ONLY NEW LAYER. EVERYTHING LEFT OF THIS EDGE IS YOUR EXISTING AGENT CONSOLE, UNCHANGED.
Context OFF. This is today's reality: category plus referrer page. Nothing else.
CUSTOMER CONTEXT · ASSEMBLED AT HELLO
OWNSOrvella Nova 21 · Air 2
ORDERS2 in 24 months · last Aug 2024
ELIGIBLETrade-in ✓ · Bundle ✓ · 0% instalments ✓
IDENTITYSigned in · Orvella Account (SG)
ROUTED BYflagship PDP · priority, not intent
TA SCORE87 · HIGH · treat as revenue
WHY 87 · TOP DRIVERS
6 MIN ON FLAGSHIP PDP
OWNS Nova 21 · 3.2 YRS
TRADE-IN ELIGIBLE
Same model that ranks tonight's telesales list.
SUGGESTED REPLY · KB + PROMO CALENDAR
Your Nova 21 qualifies for up to S$750* trade-in on Arc 8 · pairing with Loop 8/Air 2 adds bundle savings. Offer to lock a quote.Grounded in: Trade-in matrix SG · Aug promo calendar · Arc 8 bundle SKUs
USE ↵
STEER · GUIDED CLOSE
Two answers were already in the conversation. One is still open, and Steer names the question instead of guessing.
TRADE-IN ?
PAYMENT ?
USAGE ?
AUTO-WRAP · LOGGED ON CLOSE
Presale · trade-in led · payment-options resolved · order placed via chat voucher.
PRESALE
MX · ARC 8
TRADE-IN
PAYMENT
Zero manual tagging · case time 6m 12s · predicted CSAT 4.8
SINGAPORE · 1:41 AM
MOBILE / ARC SERIES
Orvella Arc 8
A new shape unfolds. Wide cover screen, immersive display.
PRODUCT VISUAL · ILLUSTRATIVE
Compare
Buy now
I'm Orvella's AI assistant · here all night. Ask me anything.
Chat with an Orvella Expert
Orvella AI assistant · a specialist can join at 9am
▾
Sat, Aug 22
YOU
Arc 8 or Clip 8 · which one for camera?AI ADVISOR · 0.8s
Short version: Arc 8 carries the stronger main sensor and tele reach; Clip 8 wins on pocketability and selfie flow. For camera-first, Arc 8 is the pick.* Want help choosing in 3 taps?Help me choose
Compare specs
AI ADVISOR · STEER
Three taps: what matters most?Camera
Battery
Compact
Value
Flagship
Trading in Nova 21 ✓
Recommended: Orvella Arc 8 512GB
Camera-first flagship · your Nova 21 trade-in applies · tonight's quote can be saved
Save cart + quote
Book a 9am specialist call
BOOKED · MIA WILL CALL AT 9:00 AM · CART AND QUOTE SAVED
▲Get the newest Arc 8 series
Type a message
↑
AI assistant disclosed by design · aligned with IMDA GenAI chatbot transparency guidelines (SG, Jul 2026).
TODAY, AFTER 9PM · THE TYPICAL OUT-OF-HOURS REPLY
"Our online shopping experts are not available right now. Please come back during opening hours, 9am to 9pm daily. Thank you."
1:41 AM, twelve hours after the floor closed · while the homepage still invites: "Chat with us now for exclusive offers."
Twelve hours a day, the door is closed, and the demand behind it is not in any report. Offered chats only count when the door is open.
Sales Advisor APAC
(0) My Open
SalesChat_APAC×
Supervisor Care Social×
Unavailable
·
My Open ▾
—
·
No cases
Human queue opens 9:00 AM
No agents onlineSales chat is closed until 9:00 AM
No case selected
TONIGHT · AI COVERAGE
41 conversations
34 resolved by AI · 6 carts saved · 1 booked call · 0 turned away
MORNING QUEUE +1 · TA 91 · Arc 8 · night lead · quote saved
Routed to Mia, 9:00 AM · also on today's Telesales list → Scene 3
OPERATIONS
TELESALES
LEARNING · PATHFINDER
One spine. Three views. Synthetic data on FY27 baseline.
OFFERED CHATS · FY27 BASELINE
400K
5 markets · AU PH SG MY NZ · daytime only · night was never counted
MISSED CHATS
0.6%target
baseline 6.0% · worst SG 10.0% · AI absorbs peaks & nights
AI CONTAINMENT · LOW-VALUE MIX
42%
FAQ · order status · promo terms · humans keep every hot buyer
FIRST RESPONSE
3sAI
human handover 28s · KPI ≤30s · 24/7
CONVERSION TO ORDER · BASELINE BY MARKET
AU-to-PH spread = 13.0pp. Closing half the spread with routing, playbooks and context ≈ the cheapest conversion win in this program. PH mix needs diligence first.
THE NIGHT BAND · DEMAND MADE VISIBLE
9pm · 9am
Today: chat closed, nudge still inviting · volume = unmeasured
With AI Advisor: every night conversation is answered, counted, and · when hot · queued for the morning close or telesales.
With AI Advisor: every night conversation is answered, counted, and · when hot · queued for the morning close or telesales.
Baseline: illustrative ORVELLA FY27 figures. No real client data. Simulation uses synthetic conversations only.
HOW THE LIST IS BUILT · TA SCORING RUNS AT 07:00, BEFORE THE FLOOR OPENS
1 · BASE
450K
Orvella SG contactable CRM records
→
2 · SIGNALS IN
OWNED DEVICES & WARRANTY
ORDER HISTORY
LAST NIGHT'S CHATS & GHOSTS
BROWSE & CART
Nothing here is known only after a call. No leakage.
→
3 · MODEL
Propensity to buy in 14 days
Trained on past outcomes, validated on a time-ordered holdout, refreshed daily.
→
4 · TODAY'S LIST
Top 12%
ranked, reason attached, paired to a closer, called within minutes
THE MODEL, RUNNING NOW · SCORED ON A HOLDOUT IT NEVER TRAINED ON
FLAGSHIP UPGRADE
TRADE-IN CONVERSION
ACCESSORY ATTACH
HOW DEEP THE FLOOR CALLS
12%
CONVERSIONS CAPTURED
·
CVR IN SELECTION
·
LIFT VS THE REST
·
·
TODAY'S CALL LIST · TOP OF THE RANKING
·
SPEED MATTERS: CONTACT IN 5 MIN VS 30 → ~21× QUALIFICATION ODDS (MIT LEAD RESPONSE STUDY) · ROUTING IS A DECISION: HIGH-VALUE LEADS GO TO THE BEST-MATCHED CLOSER
ATTRIBUTION STAYS CLEAN
Chat referrals and callbacks carry a voucher code · the order credits the conversation that earned it. Fixes today's pain: chat-to-telesales handoffs where the credit walks away from the agent who built the sale.
SCOPE NOTE
In scope today is inbound sales chat. This tab is the expansion path · same data spine, near-zero marginal cost. Worth its own session.
All names synthetic · scores illustrative · TA Scoring model: TP Infinity Lab (live at models.tpinfinitylab.com)
PATHFINDER · EVERY CONVERSATION, END TO END · 1,000 SG PRESALE CHATS
THE PATH THAT WINS
WHERE THE SAME QUESTION LEAKS
EVERYTHING ELSE
READ LEFT TO RIGHT · RIBBON WIDTH = CONVERSATIONS
THE PATH THAT WINS
62 of the 250 payment questions get a specific number. 36 of those leave with a cart. 21 order. Conversations that leave with a cart close at 60%; with a public link, 20%.
SAME QUESTION, SECOND MOVE CHANGED
54 get pushed to self-service instead. 15 leave with nothing at all. 14 never order. Nothing about the customer was different, only what the agent did next.
WHY QA SAMPLING NEVER FOUND IT
The full winning path is 21 of 1,000. QA reads 5%, so 50 conversations. Expect one in the sample, with no way to tell it from noise. Pathfinder reads all 1,000.
WHAT THE MOVE IS WORTH
Today 24% of conversations get a specific number. Route and coach that to 45%, holding every downstream rate fixed: 23.0% → 28.0%. Arithmetic on synthetic splits. A randomized holdout settles it, not a slide.
WHAT PATHFINDER READS
Every conversation, not a 5–20% sample. Call driver, service journey, and SOP adherence on 100% of chats. The SOP model is live in PoC today.
PRESALE 60.0%
POSTSALE 20.0%
GHOST 15.0%
OTHER 5.0%
Inquiry type, same period, 2.0K chats. Six in ten are presale. That is a sales floor, staffed like a service desk.
HOW A FOUND PATH BECOMES BEHAVIOUR
FOUND BY PATHFINDER
→
INTO THE STEER TREE
→
INTO THE PANEL
→
MEASURED ON HOLDOUT
The tree node and the suggested phrasing change together, so the AI and the human floor get the same new move on the same day. Best practice stops walking out the door with attrition.
MEASUREMENT COVENANT
Increments only
Randomized holdout. Reported against control, by interaction type. Never blended averages, and never a before-and-after across a period when three other things also changed.
Left column: Orvella call-driver classification, Aug 1–18, 2026, 1.8K inquiries, rescaled to 1,000. Right column: Orvella FY27 SG baseline conversion, 23.0%. The splits between them are synthetic and exist to show the shape of the question, not to forecast a result. Pathfinder: TP Infinity conversation intelligence · Call Driver · Service Journey · SOP (PoC live).
·