Clinics are busier than ever, teams are stretched thin, and no one has time to search endlessly for answers or wait for a meeting to get up to speed. That’s why we’ve doubled down on building resources that help users learn independently, explore new features at their own pace, and get the most out of Ocean without needing to submit a ticket or schedule a meeting (except for when you really need to!)
Two of our biggest investments in client education this year are Ocean Academy, our ever-growing learning management system, and ECKO, our new AI-powered support bot that’s available directly in the knowledge base. Both are designed to meet users where they are, make learning easier, and empower clinics to use Ocean more effectively.
Empowering Clients with Knowledge On‑Demand: Meet ECKO
ECKO is our AI-powered support companion that uses a wealth of Ocean resources to provide helpful information and advice. More than just a librarian, ECKO was designed to help with all kinds of questions, from “How would I configure reminders for specialist appointments?” to “What are some ways to handle missed forms in the waiting room?”
Since ECKO’s release in September the feedback has been strongly positive. To date, the satisfaction rating from 1,500+ conversations is over 90% which tells us our users (and even our own staff) are finding it very useful.
That said, there are topics that ECKO can’t handle reliably, and like all AI knowledge agents it can make mistakes. So don’t forget to always use your judgement and verify information before making any important decisions based on ECKO’s responses.
| Dos | Don’ts |
| Ask for Ocean setup and workflow advice | Share personal or patient information |
| Discuss possibilities and best practices | Ask it to write custom code or scripts |
| Describe any errors or challenges | Ask about your specific Ocean account |
| Ask for articles to verify advice | Blindly trust ECKO (or any AI bot) |
Whether you’re troubleshooting something specific or exploring new ways to streamline your workflow, try ECKO in the knowledge base to give you fast, reliable answers whenever you need them.
Ocean Academy: A growing learning hub for clinics
The Ocean Academy offers guided, easy-to-follow courses that explore powerful features, proven best practices, and real-world workflows. As a video-based platform, the Academy was designed to help users make the most of their Ocean licence and stay up-to-date with the latest features. Whether you’re a provider, MOA, clinic administrator, or part of a specialist team, you’re sure to learn something helpful inside!\
Here are some of the courses, walkthrough and webinars you can find:
- Inviting Users to Join Your Ocean Site
- How to Use Templates for Patient Messages and Reminders
- Walkthrough: Alternate Configurations for Online Booking
- Top 5 Digital Health Tools for Primary Care
Clinic managers and administrators often tell us they use Ocean Academy to support onboarding and cross-training. Lunch-and-learns where staff watch modules together have become a popular way to build shared understanding and encourage consistent workflows across teams. Others prefer to assign specific courses to new employees so they feel confident navigating Ocean from Day 1. It’s an easy way to get everyone aligned without pulling time away from patient care.
And we’re just getting started! We’re continuously adding new courses, updating modules with fresh content, and expanding into more advanced topics. It’s always worth checking back in to see what’s new. And if you have any ideas for helpful Academy content, please fill out this form to let us know!
