Passage

Directions for the next 2 (two) items : Read the following passage and answer the items that follow. Your answers should be based solely on the passage. 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 one among the following statements most appropriately reflects the point of view of the given passage?

(a) If AI were to take over customer service, there would be no work left for human subjects to do.
(b) Irritating voice menus and email could not achieve human redundancy to the extent that AI might.
(c) The value of human intervention in the workplace affected by AI might be enhanced through redirection towards more fulfilling tasks. ✓ UPSC's answer
(d) Unlike previous waves in customer-service technology, AI has raised the alarm of worker replacement.

Why the answer is (c)

• The passage says earlier fears of job losses did not come true and, even if AI proves different, its effect "may be salutary": agents could spend more time on creative and rewarding tasks.

• (c) captures this: the value of human work can rise when it is redirected to more fulfilling tasks.

• (a) goes against the passage, which expects humans to keep more rewarding work. (b) and (d) treat AI-driven redundancy or alarm as the passage's point, but the passage says only that AI "could" be different, and earlier technologies also raised such fears.

• Hence (c).

Why the other options are wrong

(a) If AI were to take over customer service, there would be no work left for human subjects…: The passage expects humans to move to more rewarding work, not to be left with none.
(b) Irritating voice menus and email could not achieve human redundancy to the extent that AI…: The passage does not claim AI will make humans redundant; its point is the salutary effect.
(d) Unlike previous waves in customer-service technology, AI has raised the alarm of worker…: Earlier technologies also stoked fears of job losses, so AI is not unique in that.

Asked in the CSAT Paper II of the UPSC Civil Services Preliminary Examination 2026, held on 24 May 2026. Question and answer key: Union Public Service Commission. Explanation: UPSC Answer Check.