A device may receive real time telecommunications data associated with a telecommunications network, and may select a first machine learning model from a first plurality of machine learning models based on the real time telecommunications data. The device may select a second machine learning model from a second plurality of machine learning models based on the real time telecommunications data. The device may process, in a first stage, the real time telecommunications data, with the first machine learning model, to determine a probability score indicating whether a customer technical problem telephone call will occur. The device may process, in a second stage and based on the probability score satisfying a threshold, the real time telecommunications data, with the second machine learning model, to determine a category associated with the customer technical problem telephone call, and may perform one or more actions based on the category.