Chose a fine-tuned model over a generic API for my client's chatbot, the results surprised me

I had to pick between using a general LLM API or fine-tuning a smaller open source model for a local bakery's order bot. Went with the fine-tuned one after a friend showed me how it cut hallucinated menu items in half during testing. Three weeks in, and the bot handles 60% more questions without a human step in. Has anyone else seen better real world results from smaller custom models over big generic ones?

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