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UPSC Prelims 2026 CSAT, question 53

Topic: Reading comprehension

Directions · Q52 to Q53

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 · Q52 to Q53

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!

Q53

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.

  1. (a) 1 and 3
  2. (b) 2 only
  3. (c) 3 only
  4. (d) 1 and 2Correct answer

Solution.

Answer: (d) 1 and 2

  1. Statement 1 is correct: the passage notes that previous waves of customer-service technology (such as email and voice menus) as well as AI stoked concerns of job losses.
  2. Statement 2 is correct: the passage explains that past fears failed to materialise and that technology can free human agents for creative, rewarding product-improvement roles.
  3. Statement 3 is incorrect: the passage explicitly states that AI's effects may be salutary and reduce the stress of listening to irate customers.