模拟一篇考研英语一的阅读理解，并提出相关问题（问题有ABCD选项），并给出文章翻译和问题答案

Passage: The digital transformation has significantly altered our approach to business, particularly in customer service. What was once a simple interaction between a customer and a service representative is now often conducted through digital channels. While this shift has brought about greater efficiency and accessibility, it has also led to concerns about the loss of personal touch in customer service.

Artificial Intelligence (AI) is being increasingly employed to automate customer interactions, with chatbots and virtual assistants becoming prevalent. Companies use AI to handle simple queries and free up human agents to focus on more complex issues. This approach can lead to quick resolutions and reduced wait times for customers.

However, studies suggest that customers still prefer human interaction for complex problems. The ability to empathize and understand nuances is something that AI has yet to fully master. As a result, many businesses are adopting a hybrid model, combining the efficiency of AI with the personal touch of human customer service.

Training AI to understand human sentiment and emotion is an ongoing challenge. AI developers are using advanced algorithms and machine learning techniques to improve this aspect of customer service AI. As technology progresses, the gap between AI and human interaction may narrow. Until then, a balanced approach that leverages both AI and human skills will likely be the most effective strategy for businesses to deliver excellent customer service.

Translation: 数字化转型显著改变了我们对商业的看法，特别是在客户服务方面。曾经简单的客户与服务代表之间的互动，现在通常通过数字渠道进行。这种转变带来了更高的效率和可访问性，但同时也引发了对客户服务中失去个人接触的担忧。

人工智能（AI）越来越多地被用来自动化客户互动，聊天机器人和虚拟助手变得普遍。公司使用AI处理简单查询，释放人类代理专注于更复杂的问题。这种方法可以导致快速解决问题，减少客户的等待时间。

然而，研究表明客户在处理复杂问题时仍然更喜欢人际互动。能够同情和理解细微差别是AI尚未完全掌握的能力。因此，许多企业正在采用混合模式，结合AI的效率和人类客户服务的个性化。

训练AI理解人类情感和情绪是一个持续的挑战。AI开发者正在使用先进的算法和机器学习技术来改善客户服务AI的这一方面。随着技术的进步，AI和人际互动之间的差距可能会缩小。在此之前，平衡利用AI和人类技能的方法可能是企业提供优质客户服务最有效的策略。

Questions:

1. What has been the main concern regarding the shift to digital channels in customer service? A. Loss of personal touch B. Increased costs C. Reduced efficiency D. Limited accessibility

2. Why are companies using AI in customer service? A. To reduce the number of employees B. To handle simple queries and free up human agents for complex issues C. To replace all human customer service agents D. To monitor customer interactions

3. What does the article suggest about customers' preferences for dealing with complex problems? A. They prefer AI interactions B. They have no preference C. They prefer human interaction D. They prefer automated responses

4. What is one of the challenges in training AI for customer service? A. Understanding complex queries B. Mastering empathy and understanding nuances C. Reducing wait times D. Combining with human skills

5. What might be the future of customer service according to the article? A. Full automation B. A blend of AI and human skills C. Complete replacement by virtual assistants D. Limited use of digital channels

Answers:

1. A. Loss of personal touch
2. B. To handle simple queries and free up human agents for complex issues
3. C. They prefer human interaction
4. B. Mastering empathy and understanding nuances
5. B. A blend of AI and human skills