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Pizza Hut's AI system caused 'cascading' problems and $100M in damages, franchisee alleges in new suit (www.businessinsider.com)
submitted 2 days ago by NotMyOldRedditName@lemmy.world to c/technology@lemmy.world
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The complaint says DoorDash drivers began waiting to batch multiple orders together after gaining virtual visibility into kitchen systems, allowing them to see when pizzas would come out of the oven.

Instead of immediately leaving with a completed order, the suit claims drivers waited "up to fifteen (15) minutes" for additional deliveries, increasing the time between when a pizza is removed from the oven rack and when it leaves the building to be delivered. That delay slowed deliveries, disappointed customers, and caused a sharp drop in sales, the suit says.

The lawsuit also alleges Dashers could see tip amounts and whether orders were cash payments, making some drivers less likely to accept certain deliveries.

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[-] merc@sh.itjust.works 1 points 21 hours ago

First reason is that during covid they tried shifting all business over to these pickup services. Well....without direct control of the services, you're kind of at the mercy of the workforce that can't get jobs that have a boss. You are not their boss. They are their boss. You're allowing them to do your work without any oversight on your behalf. So why would Joe the delivery driver, whos 4 hours late picking up this order, give a shit about quality control?

It's worse than that.

You're looking at it as if the app-based delivery service has low standards. The reality is even worse. They use all kinds of surveillance and data analysis techniques to figure out which of their drivers is the most desperate, and will keep working for the lowest possible fees. Then, they give the most work to those drivers because they are the most profitable. The drivers know they're getting screwed, but they are doing app-based deliveries because they can't find anything better.

The apps are a middleman between the restaurant and the customer and they don't just squeeze those two, they also squeeze their drivers.

this post was submitted on 18 May 2026
924 points (99.1% liked)

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