Skip to main content
The Agent is Lane’s AI layer that automatically processes incoming customer feedback to surface the opportunities that matter most — so your team always knows what to build next. When enabled, the Agent extracts key highlights from each piece of feedback, classifies sentiment and type, assigns product areas, and groups related feedback into themes. All of this happens automatically as new feedback arrives.

​
Opportunity Intelligence

Opportunity Intelligence is the Agent’s core pipeline. It runs automatically on every new insight and performs the following steps:
  1. Extract insights— splits multi-topic feedback into individual, actionable insights. Each insight captures a distinct pain point, request, or observation.
  2. Classify sentiment and type — determines whether each insight is positive, neutral, or negative, and classifies it as a bug, request, feedback, or praise.
  3. Assign product areas — matches each insight to the most relevant product area in your workspace taxonomy.
  4. Detect themes — groups similar insights across feedback into themes, helping you see patterns and prioritize by volume and impact.
Feedback-level values (sentiment, type, product area) are derived from the insight results, so the feedback record always reflects its most important signal.

​
Enable Opportunity Intelligence

  1. Click your workspace name in the top-left corner.
  2. Go to Settings → Agent.
  3. Toggle Opportunity Intelligence on.
Once enabled, the Agent processes every new insight automatically. Existing insights are not reprocessed retroactively.
Each insight processed by the Agent consumes credits from your workspace balance. You can monitor credit usage from Settings → Billing.

​
Highlights

When the Agent processes an insight, it extracts one or more highlights — the specific quotes and signals that matter. Each highlight includes:
  • Text — the verbatim excerpt from the feedback
  • Driver — a short keyword summarizing the core topic (e.g., “Zapier speed”, “Export PDF”)
  • Sentiment — positive, neutral, or negative
  • Type — bug, request, feedback, or praise
  • Product area — the matched product area from your workspace taxonomy
  • Theme — the detected theme this highlight belongs to, if one exists
You can view all highlights for an insight in the Highlights tab in the insight detail view’s right sidebar. The tab shows both AI-extracted and manually created highlights. A purple dot appears on the Highlights tab icon when an insight has AI-extracted highlights.

​
Themes

Themes are groups of related insights detected automatically by the Agent. When multiple pieces of feedback share a common signal — like “slow CSV export” or “missing SSO” — the Agent clusters them into a theme. Themes help you:
  • See which problems are affecting the most customers
  • Prioritize based on volume, revenue impact, and recurrence
  • Move from scattered feedback to clear, actionable opportunities
You can review and manage themes from the Themes page in the sidebar.

​
Summarize customer feedback

In addition to the automated pipeline, you can manually generate concise summaries for any feedback.
  • Click the summarize icon in the feedback detail view to generate or refresh a summary.
  • Summaries are based on all inputs and conversations linked to that feedback.
  • Summaries can be regenerated at any time if the feedback is updated.

​
Convert feedback to features with the Agent

You can use the Agent to convert individual feedback items into structured features. When you trigger a conversion, the Agent uses the feedback content, customer context, and any linked highlights to generate a feature brief automatically — including the problem statement, affected customers, and scope. To convert feedback to a feature:
  1. Open the feedback detail view.
  2. Choose the option to convert to a feature using the Agent.
  3. Review and refine the generated brief before saving.
The Agent handles the heavy lifting of drafting. You stay in control of the final output.

​
Credits

Each Agent action consumes credits from your workspace balance. What uses credits:
  • Automatic processing of a new feedback (highlight extraction, classification, product area matching, theme detection)
  • Generating or refreshing a summary
  • Manual re-analysis of sentiment or type
Managing your credits:
  • View your available credits and usage from Settings → Billing.
  • Each plan includes a monthly credit allowance that resets every billing period.
  • Business plan workspaces can purchase additional credits if needed.
The Agent requires a minimum number of credits to perform actions. This threshold varies based on the type of task - for example, feedback analysis requires more credits than simple actions like summarizing feedback.

​
AI privacy and data usage

  • Lane does not use your data to train its own AI models.
  • Data processed for AI features is shared only with trusted partners to deliver those features.
  • Your data is not used to train external models without permission.
If you have any questions, contact us at support@laneapp.co.

​
FAQs

Q: Is summarization automatic?
A: No. Summaries are generated manually. The automated pipeline handles highlight extraction, classification, product area matching, and theme detection. Q: Can I edit AI-generated results?
A: Yes. All AI outputs — summaries, sentiment, type, product area, and theme assignments — can be reviewed and adjusted manually. Q: Does the Agent work on existing insights?
A: The Agent processes new insights as they arrive. Existing insights created before enabling the Agent are not retroactively processed. Q: What happens if I run out of credits?
A: New insights will not be processed by the Agent until credits are replenished. You can purchase additional credits from Settings → Billing on the Business plan.