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.