Forrester: AI Agents Are Already Resolving 71% of Vanta's Customer Inquiries

Siemens now qualifies more than 12,000 B2B leads a month with 100% response rates within minutes, converting 2% of opportunities it used to ignore entirely. That’s one of four named-customer results Forrester VP and Principal Analyst Kate Leggett cites as evidence AI agents are producing measurable value inside CRM operations, not just generic productivity promises. The others: a public-sector organization saving 90% on routine invoice-processing labor, travel management software firm Engine offloading more than 50% of support cases to customer-facing agents without proportional headcount growth, security company Vanta now fully resolving 71% of customer inquiries via AI agents, and Sephora using agents to analyze interaction patterns and trigger proactive outreach — turning CRM from a retrospective reporting system into a forward-looking one.

Leggett’s framing is that agents narrow the performance gap between top and average human reps by enforcing process adherence and brand-consistent communication at scale — a different value proposition than “agents are faster,” closer to “agents are more consistent than your median performer.”

Those resolution and qualification rates assume clean inputs, which is the gap a separate Outreach piece puts a number on: citing McKinsey research that 8 in 10 companies already see data limitations as a barrier to scaling agentic AI, and reporting that Outreach customers using AI agents saved 15-21 minutes a day just on CRM updates and meeting summaries. Read together, the two pieces describe the same stack from different floors — Forrester’s ROI numbers are the payoff; Outreach’s data-hygiene argument is the precondition. An agent can’t hit a 71% resolution rate on records nobody’s kept straight.

For revenue operations leaders benchmarking vendor ROI claims, Forrester’s numbers are a useful yardstick — but only once the CRM underneath them is actually trustworthy.