The service desk needs a customer service Model.

The question is how can OLAC 2.0 implement the customer service Model/Customer interaction model and to what effect? this led me to ask how is the interview conducted via online tools, and then how does one show empathy via a digital interaction: https://www.interaction-design.org/literature/topics/empathize https://blog.resellerclub.com/empathy-in-web-design-the-what-the-how-and-the-why/

see the five stages here: https://learn.g2.com/customer-interaction some of the diagrams here.

read: https://www.freshworks.com/freshdesk/customer-interaction

Consider the applicability of: https://www.researchgate.net/figure/Framework-of-the-customer-service-platform-business-model_fig1_352044737 from: A Data-Enabled Business Model for a Smart Healthcare Information Service Platform in the Era of Digital Transformation