Watson as a Customer Service Agent

In Forbes:  Once your have built an 'intelligent' knowledge structure like Watson, all sorts of advisory applications come to mind.  In the link it is positioned as a customer service agent.  Likely works best in very focused examples, as we discovered in the late 80s.   " ... Starting in the next few months, IBM will be rolling out with several key customers an “Ask Watson” feature that will greet and offer help through various channels:  Web chats, email, smartphone apps and SMS. Some customers will eventually equip the service with voice recognition from a partner such as Siri or Nuance. The guinea pigs include Australia’s ANZ Bank, Nielsen, Celcom, IHS, and Royal Bank of Canada. ... "