UPSC Prelims 2026 · CSAT

Question 52: Reading Comprehension

Passage beginning “Previous waves of customer-service technology,…” — Passage · as printed by UPSC

Which one among the following statements most appropriately reflects the point of view of the given passage?

aIf AI were to take over customer service, there would be no work left for human subjects to do.

bIrritating voice menus and email could not achieve human redundancy to the extent that AI might.

cThe value of human intervention in the workplace affected by AI might be enhanced through redirection towards more fulfilling tasks.

dUnlike previous waves in customer-service technology, AI has raised the alarm of worker replacement.

AnswerUPSC’s answer is (c).

The writer notes that earlier customer-service technologies stirred fears of job losses that did not come true, and suggests AI may be different but that its effects could be beneficial: human agents would be released for creative, rewarding work and spend less time with angry customers. Option (c) states this view: human work can gain value by being redirected to more fulfilling tasks. The other options predict no work, stress redundancy, or speak of alarm, none of which is the writer's point.

Why each option is right or wrong

(a) Wrong: the writer expects humans to move to better work, not to have none.
(b) Wrong: the point is not how much redundancy AI causes but that its effect may be salutary.
(c) Right: the writer sees freed-up agents doing more rewarding tasks.
(d) Wrong: earlier waves also stirred job fears; the passage is hopeful about AI, not alarmed.

Only the provisional key (27 May 2026) was found; the final key replaces it when found.

Answer: UPSC’s key. Explanation: written by UPSC Grade, not by UPSC.

Practise this paper timedPrevious question Next question

Source: UPSC, Civil Services (Preliminary) Examination 2026, General Studies Paper II (CSAT), Series A. The paper on upsc.gov.in.