Welcome to a new Spotlight on Essenters! Today we will have a chat with Jacqueline van Arkel, a Conversational AI Engineer at Essent.
HI JACQUELINE, COULD YOU TELL OUR READERS A BIT ABOUT YOURSELF?
Hi, I'm Jacqueline and I am a Conversational AI Engineer here at Essent. In my free time I enjoy doing a variety of things, like going to concerts and museums and checking out other cultural events in Amsterdam.
CAN YOU BRIEFLY SHARE A BIT ABOUT YOUR BACKGROUND AND HOW YOU GOT STARTED IN IT?
I began my journey studying linguistics, where we were introduced to a course in AI. This sparked my interest, particularly the intersection of AI and language. I can remember joining an AI course ‘Computational Linguistics’ shortly after, in which I immediately discovered my passion for this subject. I then decided to pursue a master’s degree in AI to explore this field further. My passion for this intersection of language and AI has shaped my career in IT ever since.
Every time I learned something new, it felt exciting, especially since there is still so much to discover about language with the help of AI. The thrill of discovering new concepts and seeing their potential kept pushing me forward.
DO YOU HAVE ANY SPECIFIC INFLUENCES OR PEOPLE WHO HAVE SIGNIFICANTLY IMPACTED YOUR CAREER PATH?
During my studies, I got help from my fellow students. We often studied together, helping each other out whenever needed, and that collective support was very motivating. Additionally, I had a professor who played a big role in encouraging me. She motivated me to follow more AI courses during my bachelor’s and just try it out, even though I didn’t have the right background, and I was afraid to fail. She believed I could do it, which gave me the confidence to just go for it and pursue this newly found path.
HOW DID YOU FIRST HEAR ABOUT ESSENT, AND WHAT MADE YOU APPLY?
I had known Essent as an energy company, but I first came across the job opportunity while searching for chatbot-related positions on LinkedIn. When I read through the vacancy, I saw many aspects of the role that aligned perfectly with my skills and interests, so I decided to apply—simple as that, :)!
WHAT EXCITED YOU THE MOST ABOUT JOINING THE COMPANY?
What excited me the most was the job itself, especially the opportunity to work in a small team within such a large company. For me, that meant we could have a big impact and really drive change. I was also particularly interested in the innovative aspect of the role, which aligned well with my curiosity and desire to innovate.
COULD YOU DESCRIBE YOUR CURRENT ROLE AND YOUR PRIMARY RESPONSIBILITIES?
As a Conversational AI Engineer, my main responsibilities include managing and improving both the chat- and voicebots for customer interactions. I focus on the technical basis of the bots and implementing AI solutions like the question recognition and speech to text models to enhance customer experience, while also analyzing the data that comes from these interactions. This allows me to provide valuable insights and input, helping to optimize and continuously improve our AI-systems.
WHAT PROJECT OR INITIATIVE ARE YOU MOST PROUD OF?
The project I'm most proud of is the topic modelling project, which started as a personal interest to gain more insights into our customer conversations and work more data driven. I started working on it about a year ago, and what made it particularly exciting was that the data & analytics team had started working on the same solution. This led to a collaboration between our teams, and together we built something from the ground up. It was rewarding to see how the insights we gained helped us understand what customers were asking the chat- and voicebots. Plus, working with colleagues from different teams made the whole experience really fun and more valuable as we shared insights along the way.

HOW WOULD YOU DESCRIBE THE CULTURE WITHIN YOUR TEAM OR DEPARTMENT?
Our team has grown from just 4 to 14 people in the past two years.
The culture within our team is driven by innovation - we're always exploring the latest technologies and trends. What makes it even more enjoyable is that we openly share all the ins and outs of what’s happening, creating a collaborative and dynamic environment.
I'm especially glad that everyone is naturally curious and eager to learn, which keeps things exciting and forward-thinking.
HOW DO YOU CELEBRATE SUCCESSES AND MILESTONES WITH YOUR TEAM?
Honestly, we're still trying to figure out how to celebrate successes more consistently, haha! We're a very forward-looking and driven team, which means we often focus on what's next rather than taking time to celebrate. While we do discuss our achievements and give each other feedback, we don’t always pause to celebrate. Occasionally, we’ll have drinks and snacks together, but not as often as we probably should. That said, we’re always proud of what we deliver!
WHAT ARE SOME KEY GOALS YOU HAVE FOR YOUR DEPARTMENT/ROLE FOR THE COMING YEAR?
In the coming quarter, one of our key goals is to focus on refining our chatbot and voicebot by changing their architecture. We aim to enhance their performance and capabilities while also prioritizing innovation.
I’m particularly excited about collaborating with my team to explore a new architecture for our bots and taking the time to conduct thorough research on new (AI) innovations. This will allow us to develop more effective solutions and continue to push the boundaries of what our bots can achieve.
HOW DO YOU SEE YOUR ROLE OR THE COMPANY EVOLVING IN THE FUTURE?
Over the past two years, we’ve already undergone significant changes, and I believe this trend will continue. While I see my role remaining essential, I anticipate that my tasks will evolve alongside advancements in technology. The field is becoming more dynamic, and as AI continues to integrate into our everyday lives, I expect that we'll shift focus from just working on bots to engaging more with the broader tech landscape and its surrounding innovations. This evolution will open up exciting opportunities for growth and development in our field.
HOW DO YOU MANAGE WORK-LIFE BALANCE AND HOW DO YOU USUALLY START YOUR DAY?
I typically start my day with a cup of tea, which sets a nice tone for the morning. Since I live in Amsterdam and Essent is in Den Bosch, my commute adds a bit of travel time, but I see it as a chance to transition into work mode. I’ve established clear boundaries to maintain my work-life balance; I don’t work in the evenings, even though I genuinely enjoy my job. Instead, I try to dedicate more time to my volunteering role for Women in AI, which is an initiative I’m very passionate about. Because I engage in activities that I love, it often doesn’t feel like work, allowing me to maintain a healthy balance.
ARE THERE ANY HABITS OR ROUTINES YOU’VE ESTABLISHED THAT CONTRIBUTE TO YOUR EFFECTIVENESS?
One of the most important things is staying active; I enjoy working out regularly. I’ve noticed that my energy levels tend to dip in the afternoon, so I make it a point to be active during my breaks. This helps me clear my mind and come back refreshed, allowing me to generate new ideas and stay efficient throughout the day.
CAN YOU SHARE A PERSONAL MANTRA OR PHILOSOPHY THAT YOU LIVE BY?
Do what you love and follow your intuition. This philosophy applies not just to my work, but also to my daily life. I believe it’s important to take the time to reflect on your journey and recognize how far you’ve come. Embracing what you’re passionate about and trusting your instincts can lead to fulfilling experiences and meaningful growth.
WHAT’S THE BEST CAREER ADVICE YOU'VE EVER RECEIVED?
The best career advice I’ve received is more life advice actually, haha :)! One of the most impactful moments was during my search for a field of study. I was unsure of what direction to take when a neighbor of my parents, who was going through a burnout at the time, shared some wisdom with me. She told me that it doesn’t matter as much what you choose, but to focus on what you enjoy the most. This really resonated with me and ultimately led me to study linguistics, a decision that has shaped my career path.
ANY ADVICE FOR PEOPLE ASPIRING TO WORK IN YOUR FIELD OR IN A ROLE SIMILAR TO YOURS?
Just do it! Don't let the perceived complexity of the field intimidate you. AI may sound scary and unknown, but the best way to find out if it's right for you is to dive in. Start by taking courses or seeking internships to explore the area. Remember, you won’t know if something fits you until you’ve tried it. Embrace the learning journey and don’t be afraid to take that first step!
We would like to thank Jacqueline for the time she took to speak with us, and the insights she shares. If you have any lingering questions for her, don’t hesitate to drop a comment down below. We will ensure you are promptly connected.