I built an email translation bot for a Bangladesh-based company working with international clients. English to Bengali. Bengali to English. Fully automated translation to speed up cross-border communication.
On day two, a client replied with a single line that stopped everything.
“Why is your team being so rude to me?”
The team hadn’t been rude. The translation bot had.
The Setup
This was an export company. Bangladeshi suppliers. International buyers. Daily communication flowing in both Bengali and English.
The sales team was most comfortable writing emails in Bengali. Clients expected English. Incoming emails arrived in English, but internal coordination happened in Bengali. Translation felt like the obvious automation win.
The system was simple. Outgoing Bengali emails were translated to English and sent to clients. Incoming English emails were translated to Bengali and shown to the team. Google Translate API did the heavy lifting.
I tested with around twenty sample emails. Everything looked fine. Nothing alarming. We deployed on a Monday.
The First Complaint
Tuesday morning, a British client emailed back clearly upset. The sales manager panicked and pulled up his original message, written in Bengali.
“আপনার অর্ডারটি আমরা এখনো পাইনি। দয়া করে একটু দেখবেন?”
The meaning was polite and neutral. We haven’t received your order yet. Could you please check.
What the client actually received was very different.
“We still didn’t get your order. You need to check this now.”
The polite “দয়া করে” turned into a command. The soft “একটু” disappeared. A respectful follow-up became a demand.
That single shift in tone was enough to damage a three-year business relationship.
When Patterns Started Appearing
Once we looked closer, the issue was everywhere.
A formal Bengali request asking someone to kindly review a document turned into a casual, almost dismissive English sentence. A careful apology about pricing became a blunt refusal. Professional gratitude turned into overexcited, exclamation-filled English that sounded childish rather than respectful.
The reverse direction was worse.
An English email saying “We need clarification on the delivery timeline” was translated into Bengali in a way that flipped responsibility. The team thought the client was asking them to explain something, when in reality the client was requesting clarification from them.
In other cases, literal translations produced Bengali sentences that were grammatically confusing and culturally unnatural. The team regularly asked, “What does this even mean?”
Why This Happened
Translation APIs are optimized for literal meaning and general usage. They are not optimized for business formality, cultural hierarchy, or relationship-sensitive language.
Bengali business communication relies heavily on softeners, indirect phrasing, and respect markers. Words like “দয়া করে,” “একটু,” and “যদি সম্ভব হয়” carry social weight that does not map cleanly to English.
English business communication, on the other hand, is more direct and task-oriented. Literal translation strips Bengali emails of politeness, making them sound rude. Literal translation of English into Bengali often sounds stiff, unclear, or even accusatory.
The language was technically correct. The tone was catastrophically wrong.
The Failed Fix
My first instinct was to add politeness automatically. If something sounded blunt, just soften it.
That backfired immediately.
Simple instructions like “Check this” turned into long, overly polite English sentences that sounded sarcastic or artificial. Instead of professionalism, we got awkwardness.
It became clear that tone could not be fixed by blindly adding polite words.
The Real Fix Was Context
The breakthrough was realizing that translation cannot be language-only. It must be context-aware.
Before translating anything, the system now detects the communication type. Is this a formal B2B email. An ongoing client relationship. Or an internal team message.
Next, it identifies politeness markers in the source language. Bengali softeners are not translated word for word. They are converted into structurally polite English. English directness is converted into culturally appropriate Bengali phrasing.
Finally, the system verifies subject and object clarity. “We need you to do X” must never become “You need to do X” unless that was the original intent.
Translation became a two-step process. First, preserve intent and tone. Then, convert language.
What Changed After
The same emails suddenly sounded right.
Polite Bengali follow-ups became professional English requests. Formal refusals stayed respectful. Incoming English emails became clear, polite Bengali messages that the team immediately understood.
Most importantly, no one felt insulted.
The Results
Before the fix, clients complained about tone. Sales teams manually rewrote translated emails. Automation created more work instead of saving time.
After the fix, complaints dropped to zero. Manual rewrites almost disappeared. The team trusted the system again. International client satisfaction improved noticeably.
The automation finally did what it was supposed to do.
What This Taught Me
Literal translation is not the same as appropriate translation. Politeness does not map cleanly across languages. Context always determines tone.
Most importantly, translation systems must understand relationships, not just sentences.
The Bottom Line
Direct translation turned respectful business emails into rude commands.
The fix was not a better translation engine. It was adding cultural and contextual intelligence before and after translation.
Now the system translates meaning, intent, and tone, not just words.
Written by FARHAN HABIB FARAZ, Senior Prompt Engineer and Team Lead at PowerInAI
Building AI automation that adapts to humans.
Tags: translation, multilingual, bengali, crossculture, automation, businesscommunication
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