Which of the following conclusions, made on the basis of the given passage about customer service technology, 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.

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Question

Which of the following conclusions, made on the basis of the given passage about customer service technology, 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.

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Accepted Answer

Correct Option: (b) 2 only Let's evaluate the given statements based on the passage. Statement 1 is incorrect because the passage mentions previous waves 'stoked concerns of job losses, only for them to fail to materialise', meaning the fears were stoked, but it does not state that new technology 'invariably' sparked such fears historically without exception. Statement 2 is correct as it reflects the author's observation that human agents are freed up for alternative, more rewarding tasks like product improvement rather than mere job destruction. Statement 3 is incorrect because the passage does not claim technology inevitably leads to stressful outcomes; rather, it highlights that AI could have salutary and positive effects by reducing time spent on irate customers. Therefore, only statement 2 is correct.

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