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2026
Passage: Previous waves of customer-service technology, including email and those pesky voice menus, stoked concerns of job losses, only for them to fail to materialise. AI could yet prove different. And if it does, its effects may be salutary. Human agents could be freed up to spend more time on creative and rewarding tasks, like using feedback to make products and services better—and thereby spend less time listening to irate customers! Which of the following conclusions, made on the basis of the given passage, is/are correct?
- The advent of new customer-service technology had invariably sparked fears about job losses.
- Often it is found that instead of job losses, alternative channels for employee engagement are discovered while certain tasks are replaced by technology.
- The advent of technology inevitably leads to stressful outcomes.
Select the answer using the code given below.
Explanation
Option 1 is correct because the passage explicitly states that previous waves of technology sparked concerns about job losses. Option 2 is also supported by the passage's suggestion that AI could allow human agents to engage in more creative and rewarding tasks, indicating a shift in employee roles rather than outright job losses. Option 3 is incorrect as the passage does not claim that the advent of technology leads to stressful outcomes; rather, it implies a potential positive effect.
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