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Organizations receive critical business information in many formats, including documents, call recordings, customer voice notes, interviews, and video submissions. While traditional document processing solutions focus primarily on PDFs and images, Pega’s GenAI-powered architecture enables organizations to extend intelligent processing to audio and video attachments as well.
In this article, we’ll explore how Pega Doc AI, powered by Pega GenAI Connect and Gemini 2.5 Pro, can accurately analyze multimedia attachments, extract key business information, generate summaries, and populate case data with minimal manual effort. Despite practical file-size considerations of approximately 30 MB due to token consumption, the results demonstrated exceptional extraction accuracy and business value.
The Challenge
Modern case workflows frequently involve:
- Customer call recordings
- Video interviews
- Claims investigation videos
- Recorded meetings
- Voice notes submitted through mobile applications
- Multimedia evidence attached to cases
Traditionally, workers must manually listen to recordings or watch videos to extract relevant information, making the process:
- Time consuming
- Expensive
- Prone to human error
- Difficult to scale
Organizations need a way to automatically transform multimedia content into structured business information.
The Pega Solution
Using Pega Doc AI together with Pega GenAI Connect, organizations can process multimedia attachments directly within the workflow.
Instead of requiring users to manually analyze recordings, Pega orchestrates the entire experience inside the case lifecycle.
For our proof of concept, we processed:
- Audio recordings
- Video attachments
- Mixed business conversations
The objective was to:
- Extract content accurately
- Generate concise summaries
- Identify important business information
- Reduce manual review effort
Results
The results were extremely promising.
Accuracy
Gemini 2.5 Pro demonstrated strong capabilities in:
- Transcribing audio content
- Understanding conversational context
- Identifying key discussion points
- Producing high-quality summaries
- Extracting structured information
Business Value
Instead of spending several minutes reviewing a recording, users were presented with:
- Executive summaries
- Action items
- Key observations
- Relevant business data
directly within the Pega case.
Automation
The extracted information can drive downstream workflow actions such as:
- Routing
- Decisioning
- Case updates
- Customer communications
- Compliance reviews
Demo: Turning Audio and Video into Actionable Business Data Using Pega Doc AI
Practical Considerations
One important consideration is attachment size.
Because large language models process content using tokens, extremely large multimedia files can increase:
- Token consumption
- Processing costs
- Response times
During testing, we found that keeping files around 30 MB or below provided a practical balance between performance, token usage, and extraction quality.
This is not a limitation of Pega Doc AI itself but rather a design consideration when working with enterprise LLMs and large multimedia content.
Why Pega Stands Out
The real differentiator is not simply the ability to call an LLM.
The power comes from how Pega orchestrates AI within an end-to-end workflow.
Pega provides:
- Native workflow integration
- Case-centric processing
- Governance and auditability
- Low-code configuration
- Human-in-the-loop validation
- Enterprise-scale automation
Rather than building standalone AI solutions, organizations can leverage Pega to seamlessly bring AI-powered extraction into existing business processes.
Key Takeaways
Pega Doc AI can extend beyond traditional document processing.
Audio and video attachments can be analyzed using enterprise LLMs such as Gemini 2.5 Pro.
High-quality summaries and business insights can be extracted with impressive accuracy.
Practical file-size management (around 30 MB) helps optimize token consumption and performance.
The true value comes from Pega’s ability to operationalize AI inside enterprise workflows.
Pega transforms unstructured multimedia content into actionable business data that can drive automation and decisioning.
Closing Paragraph
As organizations continue to receive information in increasingly diverse formats, intelligent processing must evolve beyond documents alone. By combining Pega Doc AI, Pega GenAI Connect, and advanced models like Gemini 2.5 Pro, organizations can unlock valuable insights from audio and video attachments and immediately put those insights to work within business processes. The result is faster decisions, reduced manual effort, and a stronger foundation for enterprise-scale AI-powered automation.
