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Module 02 · Chatbot Design

Writing Bot Scripts in English and Roman-Urdu That Convert

20 minfocused lesson5practical steps4grounded questions4source links
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On this lesson

Course outline

Conversion copy helps the right customer make an informed next decision. It does not pressure, disguise conditions, or promise an outcome the system cannot verify. English and Roman Urdu versions must carry the same meaning, price, consent, and escape routes.

After this lesson, you can create a bilingual script sheet, control risky claims, and test comprehension instead of guessing that casual language always performs better.

// concept

Write the Functional Version First

For each message record:

// prompt — copy me8 lines
message_id
state
purpose
English
Roman Urdu
allowed replies
data saved
risk owner

Use one action per message. Lead with the required fact, then the choice. Avoid decorative greetings on every turn.

Weak:

// prompt — copy me1 line
Amazing news! Your dream result is just one click away!!!

Controlled:

// prompt — copy me3 lines
English: Choose your city so we can check service coverage.
Roman Urdu: Apna shehar select karein taa-ke hum service coverage check kar saken.
Choices: Karachi / Lahore / Islamabad-Rawalpindi / Other

The Roman Urdu is a practical rendering, not a universal translation. Test vocabulary with the target audience and retain English for brand names, reference codes, or technical terms when that is clearer.

// concept

Build a Message Pattern

Use four parts when needed:

  1. Context: identify the business or current task.
  2. Fact: state what is known and what is not.
  3. Action: ask for one choice.
  4. Escape: offer back, stop, or human help.

For money, repeat the unit and conditions:

// prompt — copy me5 lines
Item subtotal: PKR 4,500
Delivery: PKR 250
Total due: PKR 4,750
Payment method: Cash on delivery
Reply CONFIRM to place the order, EDIT to change it, or HUMAN for help.

Do not use countdowns, scarcity, savings, guarantees, or “best” claims unless the business has current evidence and approval. Never let a language model invent a discount, policy, delivery date, or product feature.

// worked_example

Worked Example

A Multan training center needs to qualify course enquiries.

// prompt — copy me7 lines
EN: Which class are you asking about? Choose a course or tap HUMAN.
RU: Aap kis class ke baare mein pooch rahe hain? Course select karein ya HUMAN dabayein.

EN: The next listed batch starts 12 August, subject to seat confirmation.
Fee: PKR 18,000. Registration does not mean payment is received.
RU: Agla listed batch 12 August ko start hota hai, seat confirmation ke baad.
Fee: PKR 18,000. Registration ka matlab payment receive hona nahin hai.

The team tests the script with five target users. Two do not understand “batch,” so the Roman Urdu becomes class group. Another mistakes registration for admission, so the confirmation explicitly says that staff will verify seat and payment. The revision comes from observed comprehension, not style preference.

// failure_cases

Failure Cases to Diagnose

7 cases to diagnose

  • Roman Urdu is a word-for-word machine translation

    test meaning and naturalness with users.

  • Different prices in two languages

    use one authoritative variable for both.

  • Bot says “confirmed” before inventory/payment check

    name the actual pending state.

  • Buttons contain vague labels

    use actions such as CHECK PRICE, EDIT, or HUMAN.

  • Marketing consent bundled into checkout

    separate purpose and choice.

  • STOP works only in uppercase

    normalize common opt-out phrases and route uncertain cases to suppression review.

  • AI rewrites regulated or contractual text freely

    lock approved text and require owner review.

// pakistan_angle

Pakistan Angle

Roman Urdu spelling varies widely. Do not create a giant synonym list from assumptions; review real anonymized inbound phrases and add tested variants. Offer Urdu script only if the business can maintain it accurately. Always preserve unambiguous dates, PKR amounts, order IDs, phone numbers, and addresses.

Respect formality. Aap is safer than overly casual phrasing for an unknown customer. Avoid gender assumptions and honorifics inferred from names. For address collection, show the captured area and landmark back to the customer, but store only what fulfillment genuinely needs.

// hands_on

Hands-On Exercise

5 steps

  1. Select six messages from one flow.

  2. Fill a bilingual script sheet with purpose, choices, saved data, and risk owner.

  3. Replace vague labels and unsupported promises.

  4. Test both versions with at least three intended users.

  5. Record misunderstandings and revise the shared meaning.

// completion_rubric

Completion Rubric

6 checks — tick as you verify

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// sources

Sources

4 official sources — check every claim yourself

// check_yourself

Check yourself

4 questions · answers and options are taken word-for-word from this course

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  1. 1 / 4 · diagnose

    Your work shows this failure mode: “Roman Urdu is a word-for-word machine translation.” What does the lesson tell you to do about it?