Use of English - Multiple Choice

Automation in Services

Automation is (0) CHANGING the service industries faster than many people expected. In supermarkets, self-checkout machines have become common, and in banks, customers can now (1) .......... most tasks online without speaking to a cashier. Supporters argue that these systems save time and reduce costs, which can (2) .......... prices for customers. However, critics point out that the benefits are not always shared fairly, especially when staff are (3) .......... off and local communities lose stable jobs. For workers, the key issue is not only job loss but also job change. Many roles are being redesigned, so employees must (4) .......... new skills, such as handling more complex customer problems or working with digital tools. At the same time, companies need to make sure that technology does not (5) .......... down the quality of service. A chatbot may answer simple questions, but it can struggle when a customer has a complaint that needs a human (6) .......... . In the long run, automation will probably (7) .......... on expanding, but the best results will come when businesses use it to support staff rather than (8) .......... them completely.