I don't think it will work. Watson roughly works this way (of course it's much more sophisticated than that):
1- Identify the type of entity of the answer (does the question start with "who" ? or "when" ? etc.
2- Gather as many facts and blobs related to the question from Wikipedia, etc.
3- Intersect these facts with the entity type, and answer.
I don't believe you can provide useful customer service with that. 90% of the times, customers complain about something wrong with their account, like Paypal holding a payment. They don't need or expect fact-based answers like the ones Watson knows how to answer.
Watson doesn't deal in "blobs" of information. It has a semantic structure that holds all its data. When you ask for a piece of data, it understands the context of your question and the connections among all the parts of your query.
1- Identify the type of entity of the answer (does the question start with "who" ? or "when" ? etc.
2- Gather as many facts and blobs related to the question from Wikipedia, etc.
3- Intersect these facts with the entity type, and answer.
I don't believe you can provide useful customer service with that. 90% of the times, customers complain about something wrong with their account, like Paypal holding a payment. They don't need or expect fact-based answers like the ones Watson knows how to answer.