Mở bài
Tự động hóa đang thay đổi mọi ngành nghề, và ngành dịch vụ không phải là ngoại lệ. Câu hỏi “How Does The Rise Of Automation Affect The Service Industry?” (Sự gia tăng của tự động hóa ảnh hưởng như thế nào đến ngành dịch vụ?) không chỉ là một chủ đề thời sự mà còn là một topic phổ biến trong các đề thi IELTS Reading gần đây. Với hơn 20 năm kinh nghiệm giảng dạy, tôi nhận thấy chủ đề về công nghệ và ảnh hưởng xã hội xuất hiện thường xuyên trong Cambridge IELTS từ quyển 12 trở đi.
Bài viết này cung cấp cho bạn một bộ đề thi IELTS Reading hoàn chỉnh với 3 passages từ dễ đến khó, bao gồm 40 câu hỏi đa dạng giống như trong kỳ thi thật. Bạn sẽ học được cách xử lý các dạng câu hỏi khác nhau, nắm vững từ vựng chuyên ngành về tự động hóa và dịch vụ, đồng thời hiểu rõ cách paraphrase – kỹ năng then chốt để đạt band điểm cao.
Đề thi này phù hợp cho học viên từ band 5.0 trở lên, với đáp án chi tiết và giải thích cụ thể từng câu hỏi. Hãy phân bổ 60 phút để làm bài như trong thi thật, sau đó đối chiếu đáp án và học từ những giải thích chi tiết.
Hướng dẫn làm bài IELTS Reading
Tổng Quan Về IELTS Reading Test
IELTS Reading Test kéo dài 60 phút với 3 passages và tổng cộng 40 câu hỏi. Mỗi câu trả lời đúng được tính 1 điểm, không có điểm âm cho câu trả lời sai. Điều quan trọng là bạn phải quản lý thời gian hiệu quả:
Phân bổ thời gian khuyến nghị:
- Passage 1 (Easy): 15-17 phút
- Passage 2 (Medium): 18-20 phút
- Passage 3 (Hard): 23-25 phút
- Thời gian chép đáp án: 2-3 phút
Lưu ý rằng không có thời gian bổ sung để chép đáp án trong IELTS Reading (khác với Listening), vì vậy bạn nên ghi đáp án trực tiếp vào answer sheet trong quá trình làm bài.
Các Dạng Câu Hỏi Trong Đề Này
Đề thi mẫu này bao gồm 7 dạng câu hỏi phổ biến nhất trong IELTS Reading:
- Multiple Choice – Chọn đáp án đúng từ các phương án cho sẵn
- True/False/Not Given – Xác định thông tin đúng, sai hoặc không được đề cập
- Matching Information – Ghép thông tin với đoạn văn tương ứng
- Sentence Completion – Hoàn thành câu với từ trong bài đọc
- Summary Completion – Điền từ vào đoạn tóm tắt
- Matching Features – Ghép đặc điểm với đối tượng
- Short-answer Questions – Trả lời câu hỏi ngắn
IELTS Reading Practice Test
PASSAGE 1 – The Beginning of Automation in Service
Độ khó: Easy (Band 5.0-6.5)
Thời gian đề xuất: 15-17 phút
The service industry has undergone remarkable transformations over the past two decades, largely due to the rapid advancement of automation technologies. From self-service kiosks at airports to automated customer service chatbots on websites, machines are increasingly handling tasks that were once performed exclusively by human workers. This shift represents not just a technological evolution, but a fundamental change in how businesses interact with their customers and manage their operations.
The earliest forms of automation in services were relatively simple. Automated teller machines (ATMs), introduced in the 1960s, allowed customers to withdraw cash and check account balances without visiting a bank teller. This innovation was initially met with skepticism, as many customers preferred the personal touch of human interaction. However, the convenience of 24-hour access and reduced waiting times quickly won over the public. By the 1980s, ATMs had become ubiquitous in developed countries, fundamentally changing how people accessed banking services.
The rise of the internet in the 1990s opened new possibilities for service automation. Online booking systems revolutionized the travel industry, allowing customers to reserve flights, hotels, and rental cars without speaking to a travel agent. E-commerce platforms enabled shopping from home, eliminating the need for sales assistants in many transactions. These developments demonstrated that automation could provide both cost savings for businesses and enhanced convenience for consumers.
In restaurants and retail stores, self-checkout systems began appearing in the early 2000s. Major supermarket chains installed machines that allowed customers to scan and pay for items independently. While some shoppers appreciated the speed and autonomy, others found the technology frustrating or impersonal. Store owners faced a delicate balance: reducing labor costs through automation while maintaining customer satisfaction. Research showed that the success of these systems depended heavily on user-friendly design and adequate staff support during the transition period.
The hospitality industry has also embraced automation in various forms. Hotels now offer digital check-in systems through mobile apps, allowing guests to bypass the front desk entirely. Some establishments have introduced robotic concierges that can answer basic questions and provide directions. Restaurant chains have experimented with tablet-based ordering systems at tables, reducing the need for waitstaff to take orders manually. These innovations aim to streamline operations and reduce human error in order taking.
Customer service departments have seen perhaps the most significant automation through the development of sophisticated chatbots and virtual assistants. These AI-powered systems can handle routine inquiries, process returns, and solve common problems without human intervention. Companies report that automated systems can manage up to 80% of standard customer questions, freeing human agents to focus on more complex issues that require empathy and creative problem-solving. This tiered approach to customer service has become the industry standard for many large organizations.
However, the automation of services is not without challenges. Technical failures can leave customers stranded without immediate human assistance. Older adults and those less comfortable with technology may feel excluded or disadvantaged by automated systems. There are also concerns about job displacement, as machines take over roles previously held by entry-level workers. Critics argue that the rush toward automation prioritizes efficiency over employment and human connection.
Despite these concerns, the trend toward automation in services continues to accelerate. The COVID-19 pandemic further accelerated this shift, as businesses sought contactless solutions to reduce health risks. Many changes implemented during this period, such as QR code menus in restaurants and virtual consultations in healthcare, are likely to remain permanent features of the service landscape. The question is no longer whether automation will transform services, but rather how quickly and how completely this transformation will occur.
Questions 1-13
Questions 1-5: Multiple Choice
Choose the correct letter, A, B, C, or D.
1. What was the initial public reaction to ATMs?
A. Immediate acceptance and enthusiasm
B. Doubt about their usefulness
C. Anger at the replacement of human workers
D. Confusion about how to use them
2. According to the passage, what did online booking systems do to the travel industry?
A. Made it more expensive
B. Created new jobs for travel agents
C. Completely transformed it
D. Had minimal impact
3. Self-checkout systems in supermarkets presented which challenge for store owners?
A. Technical difficulties with the machines
B. Finding the right balance between cost reduction and customer happiness
C. Training staff to maintain the equipment
D. Competition from online retailers
4. What percentage of standard customer questions can automated systems handle according to the passage?
A. 50%
B. 60%
C. 70%
D. 80%
5. How did the COVID-19 pandemic affect service automation?
A. It slowed down automation efforts
B. It made automation less important
C. It sped up the adoption of automation
D. It had no significant effect
Questions 6-9: True/False/Not Given
Do the following statements agree with the information in the passage? Write:
TRUE if the statement agrees with the information
FALSE if the statement contradicts the information
NOT GIVEN if there is no information on this
6. ATMs were first introduced in the 1970s.
7. All customers found self-checkout systems faster and more convenient than traditional checkouts.
8. Some hotels now allow guests to check in without visiting the reception desk.
9. Automated customer service systems have completely replaced human customer service agents.
Questions 10-13: Sentence Completion
Complete the sentences below. Choose NO MORE THAN TWO WORDS from the passage for each answer.
10. The success of self-checkout systems was largely dependent on having a __ and sufficient staff assistance.
11. AI-powered chatbots allow human agents to concentrate on issues that need __ and creative solutions.
12. Older people may feel __ by systems that rely heavily on technology.
13. During the pandemic, restaurants introduced __ to minimize physical contact.
PASSAGE 2 – Economic and Social Impacts of Service Automation
Độ khó: Medium (Band 6.0-7.5)
Thời gian đề xuất: 18-20 phút
The proliferation of automation technologies in the service sector has sparked intense debate among economists, policymakers, and labor advocates about the long-term implications for employment and economic inequality. While proponents argue that automation enhances productivity and creates new opportunities, critics contend that it threatens to exacerbate existing social divisions and leave vulnerable workers behind. Understanding these multifaceted impacts requires examining both the economic transformations and the human consequences of this technological shift.
From an economic perspective, automation in services offers substantial benefits to businesses. Labor costs typically represent 60-70% of operational expenses in service industries, making them a prime target for cost reduction strategies. Automated systems work continuously without breaks, sick leave, or benefits, providing consistent performance and predictable costs. A study by McKinsey Global Institute estimates that automation could raise productivity growth globally by 0.8 to 1.4 percent annually, potentially adding trillions of dollars to the world economy. These efficiency gains can translate into lower prices for consumers and higher profits for investors, creating a positive feedback loop that encourages further investment in automation technologies.
However, the macroeconomic benefits of service automation are distributed unevenly across society. High-skilled workers who design, program, and maintain automated systems command premium wages, while those displaced from routine service jobs often struggle to find comparable employment. Research from the Oxford Martin School suggests that up to 47% of jobs in developed economies are at risk of automation within the next two decades, with service sector positions particularly vulnerable. This occupational polarization – the hollowing out of middle-skill jobs – threatens to widen the gap between economic winners and losers.
The displacement effect of automation is already visible in several service subsectors. Bank tellers, once a common entry point into the financial services industry, have declined by more than 30% in the United States since 2000, largely due to ATMs and online banking. Travel agents have similarly diminished as online booking platforms have captured market share. Retail employment, despite the growth of e-commerce, has stagnated as automated warehouses and self-checkout systems require fewer workers per dollar of sales. These trends suggest that the job-destroying impact of automation may outweigh its job-creating effects, at least in the short to medium term.
Yet the relationship between automation and employment is more nuanced than simple displacement narratives suggest. Historical evidence shows that technological change can create entirely new categories of work that were previously unimaginable. The rise of social media, for instance, spawned careers in content moderation, digital marketing, and influencer management – occupations that barely existed 15 years ago. Similarly, automation in services has created demand for user experience designers, data analysts, and AI trainers who teach machines to better understand human needs. The challenge lies in ensuring that displaced workers can transition into these emerging roles through retraining programs and educational initiatives.
The quality of work in automated service environments also merits consideration. Proponents of automation argue that removing repetitive, mundane tasks from human workers allows them to focus on more fulfilling activities that require creativity, emotional intelligence, and complex problem-solving. A hotel receptionist freed from processing check-ins might spend more time helping guests plan personalized experiences. A bank employee no longer counting cash could provide sophisticated financial advice. This job enrichment could increase worker satisfaction and create more meaningful employment.
Conversely, critics point out that automation often intensifies work for remaining employees while reducing their autonomy. Workers may find themselves monitored by automated systems that track their productivity in granular detail, creating stress and reducing job satisfaction. The gig economy, enabled by automated platforms that match workers with short-term tasks, often provides minimal job security, benefits, or career progression. Platform workers for food delivery or ride-sharing services face algorithmic management that can arbitrarily change their earnings or deactivate their accounts without human oversight. These developments suggest that automation may degrade working conditions even as it increases economic efficiency.
Tác động kinh tế và xã hội của tự động hóa trong ngành dịch vụ đối với người lao động
The distributional consequences of service automation extend beyond individual workers to entire communities. Service jobs have traditionally provided economic anchors in many regions, offering stable employment that supports local businesses. When automation eliminates these positions, communities may experience multiplier effects as reduced purchasing power leads to declining demand for other local services. This can create a vicious cycle of economic decline, particularly in areas already struggling with deindustrialization. Policymakers must therefore consider not only national employment statistics but also the geographic concentration of automation’s negative impacts.
Social scientists have also identified psychological and cultural dimensions to service automation that economic analyses may overlook. Human interaction in service settings serves important social functions beyond the transactional exchange. For elderly individuals or those living alone, a conversation with a bank teller or grocery store cashier may provide valuable social contact. The ritualistic aspects of service encounters – the greeting, the small talk, the farewell – contribute to community cohesion and individual well-being. Replacing these interactions with automated systems may increase efficiency while diminishing these intangible but significant social benefits.
Questions 14-26
Questions 14-18: Yes/No/Not Given
Do the following statements agree with the views of the writer in the passage? Write:
YES if the statement agrees with the views of the writer
NO if the statement contradicts the views of the writer
NOT GIVEN if it is impossible to say what the writer thinks about this
14. Automation in services always leads to better outcomes for both businesses and workers.
15. The economic benefits of automation are not equally shared across all segments of society.
16. New types of jobs created by automation can fully compensate for the jobs lost.
17. Automation can potentially improve job satisfaction by eliminating boring tasks.
18. Service interactions have social value beyond their basic economic function.
Questions 19-22: Matching Information
Match the following statements (19-22) with the correct paragraph (A-J). You may use any letter more than once.
A. Paragraph 1
B. Paragraph 2
C. Paragraph 3
D. Paragraph 4
E. Paragraph 5
F. Paragraph 6
G. Paragraph 7
H. Paragraph 8
I. Paragraph 9
19. A description of how automation affects workers’ independence and stress levels
20. Statistics showing the potential percentage of jobs at risk from automation
21. An explanation of how technological advances have created completely new professions
22. Information about how automation impacts specific geographic areas
Questions 23-26: Summary Completion
Complete the summary below. Choose NO MORE THAN TWO WORDS from the passage for each answer.
Automation provides clear economic advantages to service businesses, particularly by reducing (23) __, which typically account for most operational expenses. However, these benefits are not evenly distributed. While (24) __ who work with automated systems receive high salaries, displaced workers face difficulties. Studies suggest that nearly half of jobs in developed economies face automation risks, especially in the service sector, leading to (25) __ where middle-skill positions disappear. Additionally, automation can negatively affect entire communities through (26) __ as reduced employment leads to decreased local spending.
PASSAGE 3 – Future Trajectories: Navigating the Automation Paradigm
Độ khó: Hard (Band 7.0-9.0)
Thời gian đề xuất: 23-25 phút
The trajectory of automation in the service industry is neither predetermined nor inexorable; rather, it represents a contested terrain where technological capabilities, economic incentives, regulatory frameworks, and social values intersect in complex and often contradictory ways. As artificial intelligence, machine learning, and robotics continue to advance at an exponential pace, scholars and practitioners are grappling with fundamental questions about the optimal configuration of human-machine collaboration in service delivery. The answers to these questions will shape not only the future of work but also the character of human society itself.
Contemporary discourse on service automation often suffers from technological determinism – the assumption that technological development follows an autonomous logic independent of human choice. This perspective treats automation as an inevitable force to which society must adapt, rather than as a set of tools whose deployment is shaped by conscious decisions. In reality, automation technologies are socially constructed: their design, implementation, and regulation reflect prevailing power structures, cultural assumptions, and political priorities. Recognizing this contingency is essential for developing normative frameworks that guide automation toward socially beneficial outcomes rather than simply accepting whatever outcomes market forces produce.
Recent developments in artificial intelligence have expanded the frontier of automatable tasks well beyond routine, rules-based activities. Natural language processing enables machines to engage in sophisticated textual analysis and generate coherent written responses. Computer vision systems can interpret visual information with accuracy rivaling or exceeding human performance. Affective computing technologies claim to detect and respond to human emotional states. These capabilities have profound implications for service sectors that have traditionally relied on uniquely human attributes such as empathy, judgment, and contextual understanding.
The question of whether machines can authentically replicate these human qualities, or whether they merely simulate them superficially, has significant philosophical and practical ramifications. Some researchers argue that true empathy requires conscious experience and subjective understanding that machines fundamentally lack. Others contend that if an AI system responds to human needs in ways indistinguishable from genuine empathy, the question of its internal states becomes functionally irrelevant. This debate is not merely academic; it has concrete implications for determining which service roles should remain exclusively human and which can be ethically automated.
Healthcare provides a particularly illuminating case study in these dilemmas. Telemedicine platforms enhanced by AI diagnostic tools can dramatically expand access to medical expertise, particularly in underserved areas. Algorithmic triage systems can process patient information more consistently than human counterparts, potentially reducing diagnostic errors stemming from cognitive biases or clinician fatigue. Robotic surgical systems offer precision beyond human capabilities for certain procedures. These applications demonstrate automation’s potential to augment rather than replace human capabilities, creating synergies where machines handle data-intensive analytical tasks while humans provide holistic judgment and emotional support.
However, the integration of automation into healthcare also raises thorny ethical questions. Algorithmic decision-making systems trained on historical data may perpetuate or amplify existing healthcare disparities if that data reflects systemic biases. A recent study found that an algorithm widely used to allocate healthcare resources systematically underestimated the needs of Black patients because it used healthcare spending as a proxy for health needs – failing to account for unequal access to care. Such examples underscore that automation is not a neutral technical process but one that can encode and institutionalize existing inequalities unless deliberately designed to counteract them.
Ứng dụng trí tuệ nhân tạo và tự động hóa trong chăm sóc sức khỏe hiện đại
The regulatory response to service automation has been fragmented and reactive, struggling to keep pace with rapid technological change. Traditional labor laws were designed for conventional employment relationships with clearly defined employers, employees, and workplaces. The platform economy facilitated by automation disrupts these categories: are platform workers employees deserving full labor protections, or independent contractors enjoying entrepreneurial flexibility? Courts in different jurisdictions have reached contradictory conclusions, creating a patchwork of regulations that varies dramatically across regions. This regulatory incoherence creates uncertainty for businesses, workers, and consumers alike.
Several innovative regulatory approaches have emerged in response to these challenges. The European Union’s General Data Protection Regulation (GDPR) includes provisions requiring algorithmic transparency and human oversight for automated decisions that significantly affect individuals. Some jurisdictions have proposed “robot taxes” – levies on companies that replace workers with automation, with revenues funding retraining programs or universal basic income. Others advocate for algorithmic auditing requirements to detect and mitigate biases in automated systems. These initiatives represent attempts to proactively shape automation’s development rather than merely responding to its consequences.
The concept of “hybrid intelligence” – systems that optimize collaboration between human and machine capabilities – offers a promising framework for service design. Rather than viewing automation as a binary choice between human and machine, this approach seeks complementary configurations where each handles tasks suited to its strengths. Evidence-based research suggests that hybrid systems often outperform either humans or machines working independently. In financial advising, for instance, algorithms can efficiently analyze vast datasets to identify optimal investment strategies, while human advisors interpret clients’ risk tolerance, life goals, and emotional reactions to market volatility – factors that resist algorithmic codification.
Implementing hybrid intelligence requires deliberate organizational design and substantial investment in human capital development. Workers need training not just in technical skills but in metacognitive abilities – understanding when to rely on automated systems, when to override them, and how to integrate machine outputs into holistic decision-making. Organizations must cultivate cultures where human expertise is valued alongside technological capability, resisting the tendency to treat automation as invariably superior. This sociotechnical approach recognizes that successful automation depends as much on organizational adaptation as on technological sophistication.
The long-term societal implications of service automation extend beyond employment to encompass fundamental questions about human purpose and social organization. If automation progressively reduces demand for human labor in services – traditionally a refuge for workers displaced from agriculture and manufacturing – how will individuals find meaningful engagement and economic security? Optimistic scenarios envision automation liberating humans from drudgery, enabling a society where people pursue creative, interpersonal, and intellectual activities while machines handle mundane necessities. Pessimistic visions foresee mass unemployment, social fragmentation, and concentrated wealth as capital owners capture automation’s benefits while workers’ bargaining power evaporates.
Navigating between these extremes requires proactive policy interventions that shape automation’s trajectory toward inclusive prosperity. This includes not only labor market policies such as retraining programs and portable benefits, but also educational reforms emphasizing adaptability and lifelong learning, tax structures ensuring equitable distribution of automation gains, and innovation policies directing technological development toward socially beneficial applications. The challenge is not to resist automation – an approach that is both futile and potentially counterproductive – but to ensure it serves broadly shared values rather than narrow interests. The future of service automation will ultimately be determined not by technological possibilities alone, but by the collective choices societies make about how to deploy these powerful tools.
Questions 27-40
Questions 27-31: Multiple Choice
Choose the correct letter, A, B, C, or D.
27. According to the passage, what is the main problem with technological determinism?
A. It overestimates the pace of technological change
B. It treats automation as unavoidable rather than as involving human choices
C. It focuses too much on social factors
D. It ignores the capabilities of artificial intelligence
28. What does the passage suggest about machine empathy?
A. It is definitely impossible for machines to feel empathy
B. Machines have already achieved genuine empathy
C. The debate about whether machine empathy is real has practical consequences
D. Machine empathy is only important in healthcare
29. The healthcare algorithm mentioned in the passage was problematic because:
A. It was too expensive to implement
B. It made too many diagnostic errors
C. It replicated existing inequalities in the data it was trained on
D. Doctors refused to use it
30. What does the passage say about platform workers’ legal status?
A. They are clearly classified as employees everywhere
B. They are considered independent contractors in all countries
C. Different courts have given different answers to this question
D. They have no legal protections anywhere
31. According to the passage, what is “hybrid intelligence”?
A. A type of artificial intelligence that can think like humans
B. Systems that combine human and machine strengths
C. A replacement for human workers
D. A new form of computer programming
Questions 32-36: Matching Features
Match each concept (32-36) with the correct description (A-G). You may use any letter more than once.
Concepts:
32. Natural language processing
33. Affective computing
34. GDPR
35. Robot taxes
36. Metacognitive abilities
Descriptions:
A. Fees on companies that automate jobs, used to fund worker support
B. Technology that interprets and responds to human feelings
C. Regulations requiring transparency in automated decisions
D. The ability to know when to trust or question automated systems
E. Technology that enables machines to understand written text
F. A system that completely replaces human judgment
G. Portable employee benefits across multiple jobs
Questions 37-40: Short-answer Questions
Answer the questions below. Choose NO MORE THAN THREE WORDS from the passage for each answer.
37. What term describes the assumption that technology develops independently of human decisions?
38. According to the passage, what can algorithmic triage systems reduce in healthcare?
39. What should organizations value alongside technological capability when implementing hybrid systems?
40. What two broad categories of scenarios does the passage mention regarding automation’s long-term social impact?
Answer Keys – Đáp Án
PASSAGE 1: Questions 1-13
- B
- C
- B
- D
- C
- FALSE
- FALSE
- TRUE
- FALSE
- user-friendly design
- empathy
- excluded/disadvantaged
- QR code menus
PASSAGE 2: Questions 14-26
- NO
- YES
- NOT GIVEN
- YES
- YES
- G
- C
- E
- H
- labor costs
- high-skilled workers
- occupational polarization
- multiplier effects
PASSAGE 3: Questions 27-40
- B
- C
- C
- C
- B
- E
- B
- C
- A
- D
- autonomous logic
- diagnostic errors
- human expertise
- optimistic, pessimistic (hoặc optimistic scenarios, pessimistic visions)
Giải Thích Đáp Án Chi Tiết
Passage 1 – Giải Thích
Câu 1: B
- Dạng câu hỏi: Multiple Choice
- Từ khóa: initial public reaction, ATMs
- Vị trí trong bài: Đoạn 2, dòng 2-3
- Giải thích: Bài đọc nói “This innovation was initially met with skepticism” (Sự đổi mới này ban đầu được đón nhận với sự hoài nghi). “Skepticism” được paraphrase thành “doubt about their usefulness” trong đáp án B.
Câu 2: C
- Dạng câu hỏi: Multiple Choice
- Từ khóa: online booking systems, travel industry
- Vị trí trong bài: Đoạn 3, dòng 1-2
- Giải thích: “Online booking systems revolutionized the travel industry” – từ “revolutionized” có nghĩa là thay đổi hoàn toàn, tương đương với “completely transformed it” ở đáp án C.
Câu 3: B
- Dạng câu hỏi: Multiple Choice
- Từ khóa: self-checkout systems, challenge, store owners
- Vị trí trong bài: Đoạn 4, dòng 4-5
- Giải thích: Bài viết đề cập “Store owners faced a delicate balance: reducing labor costs through automation while maintaining customer satisfaction” – điều này được paraphrase thành “finding the right balance between cost reduction and customer happiness”.
Câu 4: D
- Dạng câu hỏi: Multiple Choice
- Từ khóa: percentage, standard customer questions, automated systems
- Vị trí trong bài: Đoạn 6, dòng 3-4
- Giải thích: Câu trả lời trực tiếp: “automated systems can handle up to 80% of standard customer questions”.
Câu 5: C
- Dạng câu hỏi: Multiple Choice
- Từ khóa: COVID-19 pandemic, service automation
- Vị trí trong bài: Đoạn 8, dòng 2
- Giải thích: “The COVID-19 pandemic further accelerated this shift” – “accelerated” nghĩa là tăng tốc, tương đương “sped up” trong đáp án C.
Câu 6: FALSE
- Dạng câu hỏi: True/False/Not Given
- Từ khóa: ATMs, first introduced, 1970s
- Vị trí trong bài: Đoạn 2, dòng 1
- Giải thích: Bài viết nói “Automated teller machines (ATMs), introduced in the 1960s” – không phải 1970s nên là FALSE.
Câu 7: FALSE
- Dạng câu hỏi: True/False/Not Given
- Từ khóa: all customers, self-checkout systems, faster, more convenient
- Vị trí trong bài: Đoạn 4, dòng 2-3
- Giải thích: “While some shoppers appreciated the speed and autonomy, others found the technology frustrating or impersonal” – không phải tất cả khách hàng đều thấy thuận tiện.
Câu 8: TRUE
- Dạng câu hỏi: True/False/Not Given
- Từ khóa: hotels, guests, check in, without visiting reception desk
- Vị trí trong bài: Đoạn 5, dòng 1-2
- Giải thích: “Hotels now offer digital check-in systems through mobile apps, allowing guests to bypass the front desk entirely” – khớp chính xác với statement.
Câu 9: FALSE
- Dạng câu hỏi: True/False/Not Given
- Từ khóa: automated systems, completely replaced, human agents
- Vị trí trong bài: Đoạn 6, dòng 3-5
- Giải thích: Bài nói “freeing human agents to focus on more complex issues” – nghĩa là vẫn còn nhân viên người, chưa thay thế hoàn toàn.
Câu 10: user-friendly design
- Dạng câu hỏi: Sentence Completion
- Từ khóa: success, self-checkout systems, dependent on
- Vị trí trong bài: Đoạn 4, dòng cuối
- Giải thích: “the success of these systems depended heavily on user-friendly design and adequate staff support”.
Câu 11: empathy
- Dạng câu hỏi: Sentence Completion
- Từ khóa: human agents, concentrate on, issues
- Vị trí trong bài: Đoạn 6, dòng 4-5
- Giải thích: “freeing human agents to focus on more complex issues that require empathy and creative problem-solving”.
Câu 12: excluded / disadvantaged
- Dạng câu hỏi: Sentence Completion
- Từ khóa: older people, feel, by systems
- Vị trí trong bài: Đoạn 7, dòng 2-3
- Giải thích: “Older adults and those less comfortable with technology may feel excluded or disadvantaged” – cả hai từ đều chấp nhận được.
Câu 13: QR code menus
- Dạng câu hỏi: Sentence Completion
- Từ khóa: pandemic, restaurants, introduced
- Vị trí trong bài: Đoạn 8, dòng 3-4
- Giải thích: “Many changes implemented during this period, such as QR code menus in restaurants”.
Passage 2 – Giải Thích
Câu 14: NO
- Dạng câu hỏi: Yes/No/Not Given
- Từ khóa: always leads to better outcomes, both businesses and workers
- Vị trí trong bài: Đoạn 3, toàn đoạn
- Giải thích: Đoạn 3 nói rõ lợi ích phân bổ không đều: “macroeconomic benefits of service automation are distributed unevenly”. Tác giả không đồng ý automation luôn tốt cho cả hai bên.
Câu 15: YES
- Dạng câu hỏi: Yes/No/Not Given
- Từ khóa: economic benefits, not equally shared
- Vị trí trong bài: Đoạn 3, dòng 1
- Giải thích: “the macroeconomic benefits of service automation are distributed unevenly across society” – khớp chính xác với statement.
Câu 16: NOT GIVEN
- Dạng câu hỏi: Yes/No/Not Given
- Từ khóa: new jobs, fully compensate, jobs lost
- Vị trí trong bài: Đoạn 5
- Giải thích: Đoạn 5 nói về việc tạo ra công việc mới nhưng không đề cập liệu chúng có đầy đủ bù đắp công việc mất đi hay không. Tác giả chỉ nói “the challenge lies in ensuring that displaced workers can transition”.
Câu 17: YES
- Dạng câu hỏi: Yes/No/Not Given
- Từ khóa: improve job satisfaction, eliminating boring tasks
- Vị trí trong bài: Đoạn 6, dòng 1-2
- Giải thích: “removing repetitive, mundane tasks from human workers allows them to focus on more fulfilling activities… This job enrichment could increase worker satisfaction”.
Câu 18: YES
- Dạng câu hỏi: Yes/No/Not Given
- Từ khóa: service interactions, social value, beyond economic function
- Vị trí trong bài: Đoạn 9, toàn đoạn
- Giải thích: “Human interaction in service settings serves important social functions beyond the transactional exchange” – tác giả rõ ràng đồng ý với quan điểm này.
Câu 19: G (Đoạn 7)
- Dạng câu hỏi: Matching Information
- Từ khóa: workers’ independence, stress levels
- Giải thích: Đoạn 7 thảo luận về “automation often intensifies work for remaining employees while reducing their autonomy” và “creating stress and reducing job satisfaction”.
Câu 20: C (Đoạn 3)
- Dạng câu hỏi: Matching Information
- Từ khóa: percentage of jobs at risk
- Giải thích: Đoạn 3 đề cập “Research from the Oxford Martin School suggests that up to 47% of jobs in developed economies are at risk of automation”.
Câu 21: E (Đoạn 5)
- Dạng câu hỏi: Matching Information
- Từ khóa: new professions, technological advances
- Giải thích: Đoạn 5 nói về “technological change can create entirely new categories of work” và đưa ra ví dụ về social media careers.
Câu 22: H (Đoạn 8)
- Dạng câu hỏi: Matching Information
- Từ khóa: specific geographic areas
- Giải thích: Đoạn 8 thảo luận về tác động đến “entire communities” và “geographic concentration of automation’s negative impacts”.
Câu 23: labor costs
- Dạng câu hỏi: Summary Completion
- Từ khóa: reducing, operational expenses
- Vị trí trong bài: Đoạn 2, dòng 1-2
- Giải thích: “Labor costs typically represent 60-70% of operational expenses in service industries, making them a prime target for cost reduction”.
Câu 24: high-skilled workers
- Dạng câu hỏi: Summary Completion
- Từ khóa: work with automated systems, high salaries
- Vị trí trong bài: Đoạn 3, dòng 2
- Giải thích: “High-skilled workers who design, program, and maintain automated systems command premium wages”.
Câu 25: occupational polarization
- Dạng câu hỏi: Summary Completion
- Từ khóa: middle-skill positions disappear
- Vị trí trong bài: Đoạn 3, dòng 4-5
- Giải thích: “This occupational polarization – the hollowing out of middle-skill jobs”.
Câu 26: multiplier effects
- Dạng câu hỏi: Summary Completion
- Từ khóa: reduced employment, decreased local spending
- Vị trí trong bài: Đoạn 8, dòng 2-3
- Giải thích: “communities may experience multiplier effects as reduced purchasing power leads to declining demand”.
Passage 3 – Giải Thích
Câu 27: B
- Dạng câu hỏi: Multiple Choice
- Từ khóa: problem, technological determinism
- Vị trí trong bài: Đoạn 2, dòng 1-3
- Giải thích: “technological determinism – the assumption that technological development follows an autonomous logic independent of human choice. This perspective treats automation as an inevitable force to which society must adapt, rather than as a set of tools whose deployment is shaped by conscious decisions.”
Câu 28: C
- Dạng câu hỏi: Multiple Choice
- Từ khóa: machine empathy
- Vị trí trong bài: Đoạn 4, toàn đoạn
- Giải thích: “This debate is not merely academic; it has concrete implications for determining which service roles should remain exclusively human” – cho thấy cuộc tranh luận có hậu quả thực tế.
Câu 29: C
- Dạng câu hỏi: Multiple Choice
- Từ khóa: healthcare algorithm, problematic
- Vị trí trong bài: Đoạn 6, dòng 2-5
- Giải thích: “an algorithm… systematically underestimated the needs of Black patients because it used healthcare spending as a proxy for health needs – failing to account for unequal access to care” – thuật toán tái tạo bất bình đẳng có sẵn trong dữ liệu.
Câu 30: C
- Dạng câu hỏi: Multiple Choice
- Từ khóa: platform workers, legal status
- Vị trí trong bài: Đoạn 7, dòng 3-4
- Giải thích: “Courts in different jurisdictions have reached contradictory conclusions” – các tòa án khác nhau đưa ra câu trả lời khác nhau.
Câu 31: B
- Dạng câu hỏi: Multiple Choice
- Từ khóa: hybrid intelligence
- Vị trí trong bài: Đoạn 9, dòng 1
- Giải thích: “hybrid intelligence – systems that optimize collaboration between human and machine capabilities” và “complementary configurations where each handles tasks suited to its strengths”.
Câu 32: E
- Dạng câu hỏi: Matching Features
- Từ khóa: Natural language processing
- Vị trí trong bài: Đoạn 3, dòng 1-2
- Giải thích: “Natural language processing enables machines to engage in sophisticated textual analysis” – cho phép máy hiểu văn bản.
Câu 33: B
- Dạng câu hỏi: Matching Features
- Từ khóa: Affective computing
- Vị trí trong bài: Đoạn 3, dòng 3
- Giải thích: “Affective computing technologies claim to detect and respond to human emotional states” – công nghệ diễn giải và đáp ứng cảm xúc.
Câu 34: C
- Dạng câu hỏi: Matching Features
- Từ khóa: GDPR
- Vị trí trong bài: Đoạn 8, dòng 2-3
- Giải thích: “The European Union’s General Data Protection Regulation (GDPR) includes provisions requiring algorithmic transparency and human oversight” – quy định yêu cầu tính minh bạch.
Câu 35: A
- Dạng câu hỏi: Matching Features
- Từ khóa: Robot taxes
- Vị trí trong bài: Đoạn 8, dòng 3-4
- Giải thích: “robot taxes – levies on companies that replace workers with automation, with revenues funding retraining programs” – phí đánh vào công ty tự động hóa để hỗ trợ người lao động.
Câu 36: D
- Dạng câu hỏi: Matching Features
- Từ khóa: Metacognitive abilities
- Vị trí trong bài: Đoạn 10, dòng 2-3
- Giải thích: “metacognitive abilities – understanding when to rely on automated systems, when to override them” – khả năng biết khi nào nên tin hoặc nghi ngờ hệ thống tự động.
Câu 37: autonomous logic
- Dạng câu hỏi: Short-answer Questions
- Từ khóa: assumption, technology develops independently
- Vị trí trong bài: Đoạn 2, dòng 1
- Giải thích: “the assumption that technological development follows an autonomous logic independent of human choice”.
Câu 38: diagnostic errors
- Dạng câu hỏi: Short-answer Questions
- Từ khóa: algorithmic triage systems, reduce
- Vị trí trong bài: Đoạn 5, dòng 2-3
- Giải thích: “Algorithmic triage systems can process patient information more consistently than human counterparts, potentially reducing diagnostic errors”.
Câu 39: human expertise
- Dạng câu hỏi: Short-answer Questions
- Từ khóa: organizations, value, alongside technological capability
- Vị trí trong bài: Đoạn 10, dòng 3-4
- Giải thích: “Organizations must cultivate cultures where human expertise is valued alongside technological capability”.
Câu 40: optimistic, pessimistic (hoặc optimistic scenarios, pessimistic visions)
- Dạng câu hỏi: Short-answer Questions
- Từ khóa: two broad categories, scenarios, long-term social impact
- Vị trí trong bài: Đoạn 11, dòng 3-5
- Giải thích: “Optimistic scenarios envision… Pessimistic visions foresee…” – hai loại kịch bản được đề cập rõ ràng.
Từ Vựng Quan Trọng Theo Passage
Passage 1 – Essential Vocabulary
| Từ vựng | Loại từ | Phiên âm | Nghĩa tiếng Việt | Ví dụ từ bài | Collocation |
|---|---|---|---|---|---|
| remarkable | adj | /rɪˈmɑːkəbl/ | đáng chú ý, xuất sắc | remarkable transformations | remarkable achievement, remarkable progress |
| ubiquitous | adj | /juːˈbɪkwɪtəs/ | có mặt khắp nơi | ATMs had become ubiquitous | ubiquitous technology, ubiquitous presence |
| revolutionize | v | /ˌrevəˈluːʃənaɪz/ | cách mạng hóa | revolutionized the travel industry | revolutionize the way, revolutionize an industry |
| streamline | v | /ˈstriːmlaɪn/ | tinh giản, tối ưu hóa | streamline operations | streamline processes, streamline procedures |
| sophisticated | adj | /səˈfɪstɪkeɪtɪd/ | tinh vi, phức tạp | sophisticated chatbots | sophisticated technology, sophisticated system |
| empathy | n | /ˈempəθi/ | sự đồng cảm | require empathy | show empathy, develop empathy |
| stranded | adj | /ˈstrændɪd/ | bị mắc kẹt | leave customers stranded | stranded passengers, stranded travelers |
| displacement | n | /dɪsˈpleɪsmənt/ | sự thay thế, sự dời chỗ | job displacement | displacement of workers, economic displacement |
| prioritize | v | /praɪˈɒrətaɪz/ | ưu tiên | prioritizes efficiency | prioritize safety, prioritize needs |
| contactless | adj | /ˈkɒntæktləs/ | không tiếp xúc | contactless solutions | contactless payment, contactless delivery |
| virtual | adj | /ˈvɜːtʃuəl/ | ảo, trực tuyến | virtual consultations | virtual meeting, virtual assistant |
| transition | n/v | /trænˈzɪʃn/ | sự chuyển đổi | transition period | smooth transition, transition smoothly |
Passage 2 – Essential Vocabulary
| Từ vựng | Loại từ | Phiên âm | Nghĩa tiếng Việt | Ví dụ từ bài | Collocation |
|---|---|---|---|---|---|
| proliferation | n | /prəˌlɪfəˈreɪʃn/ | sự gia tăng nhanh | proliferation of automation | nuclear proliferation, rapid proliferation |
| exacerbate | v | /ɪɡˈzæsəbeɪt/ | làm trầm trọng thêm | exacerbate existing divisions | exacerbate problems, exacerbate tensions |
| multifaceted | adj | /ˌmʌltiˈfæsɪtɪd/ | nhiều mặt, đa chiều | multifaceted impacts | multifaceted approach, multifaceted problem |
| substantial | adj | /səbˈstænʃl/ | đáng kể, lớn | substantial benefits | substantial evidence, substantial increase |
| productivity | n | /ˌprɒdʌkˈtɪvəti/ | năng suất | productivity growth | increase productivity, boost productivity |
| unevenly | adv | /ʌnˈiːvnli/ | không đều | distributed unevenly | spread unevenly, develop unevenly |
| vulnerable | adj | /ˈvʌlnərəbl/ | dễ bị tổn thương | particularly vulnerable | vulnerable groups, vulnerable position |
| polarization | n | /ˌpəʊləraɪˈzeɪʃn/ | sự phân cực | occupational polarization | political polarization, social polarization |
| displacement | n | /dɪsˈpleɪsmənt/ | sự dịch chuyển | displacement effect | job displacement, population displacement |
| nuanced | adj | /ˈnjuːɑːnst/ | tinh tế, phức tạp | more nuanced | nuanced understanding, nuanced approach |
| mundane | adj | /mʌnˈdeɪn/ | tầm thường, nhàm chán | repetitive, mundane tasks | mundane tasks, mundane routine |
| autonomy | n | /ɔːˈtɒnəmi/ | quyền tự chủ | reducing their autonomy | personal autonomy, financial autonomy |
| arbitrarily | adv | /ˈɑːbɪtrərəli/ | một cách tùy tiện | arbitrarily change | act arbitrarily, chosen arbitrarily |
| intangible | adj | /ɪnˈtændʒəbl/ | vô hình, khó nắm bắt | intangible but significant | intangible benefits, intangible assets |
| cohesion | n | /kəʊˈhiːʒn/ | sự gắn kết | community cohesion | social cohesion, team cohesion |
Passage 3 – Essential Vocabulary
| Từ vựng | Loại từ | Phiên âm | Nghĩa tiếng Việt | Ví dụ từ bài | Collocation |
|---|---|---|---|---|---|
| predetermined | adj | /ˌpriːdɪˈtɜːmɪnd/ | định trước | neither predetermined | predetermined outcome, predetermined path |
| inexorable | adj | /ɪnˈeksərəbl/ | không thể tránh khỏi | nor inexorable | inexorable decline, inexorable force |
| contested | adj | /kənˈtestɪd/ | bị tranh cãi | contested terrain | contested issue, hotly contested |
| exponential | adj | /ˌekspəˈnenʃl/ | theo cấp số nhân | exponential pace | exponential growth, exponential increase |
| determinism | n | /dɪˈtɜːmɪnɪzəm/ | chủ nghĩa quyết định luận | technological determinism | genetic determinism, economic determinism |
| autonomous | adj | /ɔːˈtɒnəməs/ | tự chủ | autonomous logic | autonomous vehicle, autonomous system |
| contingency | n | /kənˈtɪndʒənsi/ | sự ngẫu nhiên, phụ thuộc | recognizing this contingency | contingency plan, prepare for contingency |
| normative | adj | /ˈnɔːmətɪv/ | mang tính chuẩn mực | normative frameworks | normative values, normative approach |
| profound | adj | /prəˈfaʊnd/ | sâu sắc | profound implications | profound effect, profound impact |
| replicate | v | /ˈreplɪkeɪt/ | tái tạo, sao chép | authentically replicate | replicate results, replicate success |
| ramification | n | /ˌræmɪfɪˈkeɪʃn/ | hệ quả | practical ramifications | legal ramifications, serious ramifications |
| illuminating | adj | /ɪˈluːmɪneɪtɪŋ/ | soi sáng, làm rõ | illuminating case study | illuminating example, illuminating discussion |
| augment | v | /ɔːɡˈment/ | tăng cường, bổ sung | augment rather than replace | augment income, augment capabilities |
| synergy | n | /ˈsɪnədʒi/ | sự cộng hưởng | creating synergies | create synergy, benefit from synergy |
| perpetuate | v | /pəˈpetʃueɪt/ | duy trì, kéo dài | perpetuate existing disparities | perpetuate stereotypes, perpetuate inequality |
| encode | v | /ɪnˈkəʊd/ | mã hóa, ghi nhận | encode and institutionalize | encode information, genetically encoded |
| fragmented | adj | /fræɡˈmentɪd/ | phân mảnh | fragmented and reactive | fragmented approach, fragmented society |
| proactively | adv | /prəʊˈæktɪvli/ | một cách chủ động | proactively shape | act proactively, manage proactively |
| complementary | adj | /ˌkɒmplɪˈmentri/ | bổ sung lẫn nhau | complementary configurations | complementary skills, complementary roles |
| metacognitive | adj | /ˌmetəˈkɒɡnətɪv/ | siêu nhận thức | metacognitive abilities | metacognitive skills, metacognitive strategies |
| drudgery | n | /ˈdrʌdʒəri/ | công việc nặng nhọc | liberating from drudgery | daily drudgery, escape drudgery |
| evaporate | v | /ɪˈvæpəreɪt/ | bay hơi, biến mất | bargaining power evaporates | confidence evaporates, support evaporated |
| inclusive | adj | /ɪnˈkluːsɪv/ | bao gồm, hòa nhập | inclusive prosperity | inclusive growth, more inclusive |
Kết bài
Chủ đề “How does the rise of automation affect the service industry?” không chỉ là một vấn đề thời sự mà còn phản ánh những biến đổi sâu sắc trong cách chúng ta làm việc và tương tác với nhau. Qua bộ đề thi IELTS Reading hoàn chỉnh này, bạn đã được tiếp cận với ba góc nhìn khác nhau về tự động hóa: từ sự khởi đầu và phát triển (Passage 1), đến các tác động kinh tế-xã hội (Passage 2), và cuối cùng là những câu hỏi triết học và chính sách về tương lai (Passage 3).
Ba passages với độ khó tăng dần đã cung cấp cho bạn trải nghiệm làm bài đầy đủ như trong kỳ thi thật, với 40 câu hỏi đa dạng bao gồm Multiple Choice, True/False/Not Given, Yes/No/Not Given, Matching Information, Matching Features, Sentence Completion, Summary Completion và Short-answer Questions. Mỗi dạng câu hỏi đều yêu cầu kỹ năng đọc hiểu khác nhau, từ việc xác định thông tin cụ thể đến phân tích ý kiến tác giả và suy luận ngầm.
Đáp án chi tiết kèm giải thích cụ thể về vị trí thông tin và cách paraphrase sẽ giúp bạn hiểu rõ tại sao một đáp án đúng và những đáp án khác sai. Đây chính là chìa khóa để cải thiện điểm số – không chỉ biết đáp án mà còn hiểu được logic của người ra đề và cách tìm thông tin hiệu quả.
Bộ từ vựng phân loại theo từng passage, từ cơ bản đến nâng cao, sẽ giúp bạn xây dựng vốn từ vựng học thuật cần thiết không chỉ cho bài thi Reading mà còn cho Writing và Speaking. Hãy chú ý đến các collocations và cách sử dụng từ trong ngữ cảnh thực tế.
Để đạt hiệu quả tối đa, hãy làm lại bài test này nhiều lần: lần đầu trong điều kiện thi thật (60 phút), các lần sau tập trung vào những câu hỏi khó hoặc những dạng bài bạn còn yếu. Hãy phân tích kỹ những câu trả lời sai để tránh lặp lại sai lầm. Chúc bạn ôn tập hiệu quả và đạt band điểm mong muốn trong kỳ thi IELTS sắp tới!
