You misunderstand. The badness was not caused by switching to DoorDash. That happened and was smooth. The badness was caused when Pizza Hut started giving DoorDash drivers tons of extra information about other upcoming orders. The extra information allowed drivers to optimize their deliveries.

This was part of what Pizza Hut described as an AI expansion. Obviously there’s nothing magical happening here, simply more information sharing leading to negative consequences for customers and thus reduced business. But it was marketed under the “AI” umbrella.