I'm pretty sure people said the exact same thing about Algolia when it was getting started (you have to tune search for your use case! How could you possibly use a search provider?!?)
Truth about the situation:
- Transformers generalize well and don't need much fine tuning
- OpenAI can probably fine tune for your use case better than you can
- Getting new models into production takes 6 months to a year at companies of this size, if you did have Data Scientists in house, it might just be better to go with a solution like this for velocity
- Not every company has the talent to make an in house ML program successful.