It'll solve your problem on the spot if it's something simple like adding storage to an email account, resetting a password or ordering a new company phone or computer. If it's not trained to handle your problem, it'll hand you over to a human IT personnel. However, Watson learns with every interaction and with every feedback it receives and doesn't receive. (It notices if you've chosen not to answer the survey after each chat.) It draws from everything it learns, so after some time, transferring you to its human co-workers might become less and less frequent.

Richard Esposito, IBM's general manager for GTS Mobility Services says: