Machine learning-based customer care routing may connect a customer with a support person that has a high level of expertise. A trouble report may be received from a customer of a wireless telecommunication network via on online chat session or a telephone call. A service issue associated with the trouble report may be determined via a machine learning classification algorithm. The trouble report of the service issue may be routed to a support person that is selected from multiple available support persons based on the support person having a higher level of expertise with the service issue than other available support persons. The support person may provide detail edits on the trouble report, such that a problem summary for the service issue may be created. Subsequently, a potential solution for the service issue may be generated based on the problem summary using a machine learning-based recommendation algorithm.