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 of the following conclusions, made on the basis of the given passage, is/are correct? 1. The advent of new customer-service technology had invariably sparked fears about job losses. 2. Often it is found that instead of job losses, alternative channels for employee engagement are discovered while certain tasks are replaced by technology. 3. The advent of technology inevitably leads to stressful outcomes. Select the answer using the code given below.

(a) 1 and 3
(b) 2 only
(c) 3 only
(d) 1 and 2 ✓ UPSC's answer

Why the answer is (d)

• Conclusion 1 is correct: the passage says previous waves of customer-service technology, including email and voice menus, stoked concerns about job losses.

• Conclusion 2 is correct: those fears "failed to materialise", and the passage expects people to be redirected to other work, such as using feedback to improve products, rather than lose jobs.

• Conclusion 3 is not correct: the passage calls the likely effect salutary, not inevitably stressful.

• Hence 1 and 2: (d).

Why the other options are wrong

(a) 1 and 3: Conclusion 3 contradicts the passage's 'salutary' view.
(b) 2 only: Conclusion 1 is also supported by the passage.
(c) 3 only: Conclusion 3 is not supported.

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.