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859

Pizza Hut's AI system caused 'cascading' problems and $100M in damages, franchisee alleges in new suit (www.businessinsider.com)

submitted 1 day 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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[–] SweatyFireBalls@lemmy.world 2 points 5 hours ago (1 children)

As someone who worked in fast food in quite a few different places it is very common in my experience that orders are marked complete before they really are.

The stats matter to the heads, so the managers keep up the stats to look good. That is why when you go through a drive through and they ask you to pull up? They are wiping that order so it looks as if it was done faster and bringing it to you when it's really ready.

It's a classic thing of stats being focused on to the point that the stat is essentially made useless since it gets cheated.

I haven't worked FF in roughly 10-15 years though, and this was my experience, so grain of salt and all that.

[–] Quexotic@infosec.pub 1 points 4 hours ago

No salt needed for me. Peverse incentives are the norm in nearly every industry.