The agents we need
I found the add-ons section on the web site for Universal Studios Singapore quite poor. The descriptions for Express and Express Plus were pretty much the same save for an inclusion of a couple of rides in the Plus.
Opening the Chat was frustrating. It didn't understand the question and blurted a canned unrelated response. Asking for a human was worse. It shows what position we're in the queue and asks if we want to not continue waiting. Sounds fine, just that the correct button is "no", which is patently deceitful in my opinion. What's worse is that it keeps asking this question every so often and it's easy to miss if you're trying to look for the info elsewhere.
Here's where Operator might come in handy. It would continue clicking on "no", wait for the human to show up, ask the question and hopefully get us a good response.
Aside - I didn't see a good response from the human.
In fact, I love what Kitboga did and wish the team the best.