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Use of English

Level C2

Part 2 - Open Cloze

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8
2

For questions 1-8, read the text below and think of the word which best fits each gap.

Automated Service

In recent years, automation has moved far beyond factory floors and into the service industries, where its impact is becoming harder to ignore. Tasks once carried out (0) BY receptionists, cashiers and call-centre staff are increasingly being handled by software, kiosks and chatbots. This shift has brought clear benefits, such as faster processing and lower costs, but it has also raised questions (1) .......... the future of human employment. In some sectors, customers appreciate the convenience, while in others they complain that machines are unable to respond (2) .......... empathy or flexibility. Much depends (3) .......... whether automation is used to support workers or replace them entirely. Companies that invest heavily in technology may gain an advantage (4) .......... competitors in the short term, yet they risk alienating clients who value personal interaction. It is often argued that employees will simply move into new roles, but that assumption rests (5) .......... the idea that retraining will be widely available. In reality, not all workers are equally well placed to adapt, and some may find (6) .......... difficult to acquire new skills quickly. The debate, then, is not just about efficiency, but also about (7) .......... kind of service economy societies wish to build, and (8) .......... should benefit most from the changes ahead.

What to do

This part consists of a short text with a series of gaps. There are no words from which to choose the answers, candidates have to think of a word which fits the gap correctly.

Errors in punctuation are ignored, although spelling must be correct.

Contractions (e.g. don’t, we’ve, won’t) count as two words. However, can’t is a contraction of cannot, which is one word.

Sometimes, there is more than one correct answer. Cambridge will always account for this and all options will be accepted. However, you should not write more than one answer.

Don't spend time in a word you don't know. Wasting time on this activity might cost you points later in the exam because you won’t have enough time to do other tasks well.

Strategy

  1. Read the title and the whole text so that you understand what it is about.
  2. Read the whole sentence in which the gap occurs, to look for clues as to what kind of word you need.
  3. Check the words before and after each gap and look for grammatical collocations.
  4. Remember you must write only one word.
  5. You are never required to write a contraction. If you think the answer is a contraction, it must be wrong, so think again.
  6. Read the whole text through once you have completed it to make sure you have not missed any connectors, plurals or negatives.

Instructions

For questions 1-8, read the text below and think of the word which best fits each gap.

Exercise Details

Author

Thanasis Kalpaktsis

@thanasis-kalpaktsis

User Prompt

"Create an exercise about the impact of automation on service industries"

Tone: Standard
Level: C2

Created on:

May 5, 2026

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