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.
Answer & explanation
Answer: (d) 1 and 2
Each earlier wave of customer-service technology raised job-loss fears that did not come true, and the passage expects workers to move to more rewarding tasks rather than lose jobs. Nothing suggests technology always brings stress — it would mean less time with irate customers.
- ✓ 1. 'Previous waves of customer-service technology … stoked concerns of job losses' — each wave brought such fears.
- ✓ 2. The feared job losses 'fail[ed] to materialise', and the passage expects agents to be 'freed up' for creative and rewarding tasks — new ways of engaging employees.
- ✗ 3. The passage suggests the reverse: agents would 'spend less time listening to irate customers'.
Remember · Words like 'inevitably' need strong support; if the passage points the other way, reject the statement.
Question and answer: UPSC's provisional GS Paper II (2026, Series A) — paper ↗ · answer key ↗. Explanation: Minimalist IAS, checked 30 Sept 2026 (how we verify). ·