Use of English

Automation in Services

In many countries, automation is no longer limited to factories; it is now (0) CHANGING the service industries too. Self-checkout machines, chatbots and delivery robots are becoming more common, and companies claim they help to (1) .......... costs while improving speed. For customers, the benefits can be clear: queues may be shorter and services available 24/7. However, not everyone is (2) .......... about the change. Some people miss human contact and feel that automated systems are less able to (3) .......... with unusual requests. For workers, the situation is more complicated. Certain routine roles may (4) .......... replaced, especially in retail and call centres. At the same time, new jobs are being created, but they often require different skills. As a result, many employees need to (5) .......... up with training or risk being left behind. Governments and employers also have to think about fairness. If technology increases profits, should companies (6) .......... some of those gains with staff, for example through shorter hours? And if a system fails, who is (7) .......... for the mistake: the worker, the manager, or the software provider? In the end, automation is likely to (8) .......... on spreading, but the way it is introduced will shape how people feel about it.