Abstract: An example non-transitory computer-readable storage medium comprises instructions executable by a processor to receive data including event log data and repair event data indicative of failures of the plurality of information technology (IT) devices, generate a plurality of images corresponding to the plurality of event codes of the event log data, and train a predictive data model using the plurality of images as inputs to the predictive data model and the repair event data as known outputs. For example, the predictive data model is trained to identify a plurality of failure windows and operational windows associated with the plurality of IT devices based on the repair event data and the event log data, and classify a plurality of sliding windows associated with the plurality of images based on the plurality of failure windows and operational windows.

Abstract: Aspects of resolution of customer issues are discussed. A customer issue may be presented to a human agent as a query. The human agent may provide an agent response for the query. Based on the agent response, a simulated customer message may be determined. Iteratively, agent responses may be received and simulated customer messages may be provided to resolve the query. A sequence of agent responses and simulated customer messages usable to resolve the query may be probabilistically determined based on the agent responses and the simulated customer messages.