Update: Had to pick between training a custom model from scratch or fine-tuning an existing one for a customer service bot project. Went with fine-tuning. Saved about $8k and 3 weeks.

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Honestly, that's a huge win but is the custom model thing ever really needed for a basic bot?

Oh man, I used to think the same way! Trying to fix a simple bot's weird answers totally changed my mind though.