Succession planning is one of the most important issues facing dealers, yet it is often one of the most uncomfortable to address. Dealers spend years building their businesses, investing in employees and serving loyal customers; but when it comes to planning for what happens next, many wait too long or avoid the topic altogether. The truth is that, whether you are ready or not, succession will happen. The question is whether it happens on your terms or under circumstances that you cannot control.
The role of a moderator
Before we dive into the technology, it is important to define what a moderator does in the succession planning process. A good moderator:
- keeps discussions structured and on track
- offers an impartial perspective
- ensures all voices are heard, from owners to family members to key employees
- surfaces sensitive issues instead of sweeping them under the rug
- helps to identify gaps or inconsistencies in the plan
In short, a moderator creates the conditions for constructive conversation and decision-making. They are part traffic cop, part referee, part coach. Without one, succession planning can stall, become dominated by the loudest voices or end in disagreements that leave critical issues unresolved.
And let’s be honest: nobody wants Uncle Bill hijacking the meeting with another half-hour story about “how things used to be back in the Eighties.” With the right AI tools setting structure and time limits, you can politely keep Uncle Bill on track without bruising family feelings.
Where AI can help
Using AI as a moderator may sound a little scary or outlandish, but it already has practical applications worth considering. Having worked with companies that have faced transitions and acquisitions, I’ve seen first-hand how easy it is for these discussions to go off the rails without structure.
This is exactly where AI can step in to help keep things on track and ensure the details do not get lost in the shuffle. Here are three ways in which AI can add real value:
1. Creating a framework
AI is excellent at generating frameworks and checklists if you feed it some best practices in succession planning – though in truth, it doesn’t even need constant feeding.
It already draws on vast training data, with thousands of examples of succession planning done well and poorly, along with established frameworks and lessons learned – all of which can be put to work for you.
In minutes, you can produce an outline of the critical areas you need to address: ownership transfer, tax implications, leadership succession, customer communications and contingency planning. This will ensure nothing slips through the cracks.
For example, a general-purpose AI chat assistant like ChatGPT can generate a step-by-step framework in seconds. At GoWest, we use ChatGPT to create frameworks for meetings, project plans and more. AI really shines at this.
2. Preparing stakeholders
AI can help prepare participants before the planning sessions begin. Tools like ChatGPT, Gemini and Copilot can draft agendas, anticipate questions and even role-play scenarios, so that owners can rehearse difficult conversations.
The key is giving the AI clear instructions, such as “You are an expert mediator and guide for succession planning,” and then conversing with it to shape the output. Think of it as a dry run that helps everyone feel more prepared and less reactive.
3. Documenting and following up
One of the biggest challenges in succession planning is capturing what was discussed and ensuring decisions turn into actions. At GoWest, we use AI-powered note takers as part of what we call the “Holy Trifecta of AI” (tools we lean on to help run our business and serve our clients). Platforms like TimeOS, Fireflies.ai, Otter.ai and Fathom can summarise discussions, highlight unresolved issues and generate to-do lists. This reduces the risk of “We talked about it but never acted.”
Security and data privacy
Always ensure that the platform you choose keeps data private and compliant. At GoWest, this is one of the first things we help our clients with, so they can use AI more freely and safely. Think about security and data privacy as a whole: turn off training data where possible; use “private chat” modes in tools like ChatGPT; or select paid tiers such as ChatGPT Team or Enterprise that guarantee your data will never be used for training. And always look for compliance standards like SOC2 to protect sensitive information.
Where AI falls short
As promising as this sounds, AI has clear limits when it comes to being a true moderator. Succession planning involves emotions, family dynamics and fragile trust. These are areas where human intuition and empathy matter more than algorithms.
AI cannot read the room in the same way a human can. It cannot pick up on the subtle friction between a founder and a next-generation leader. It cannot sense when to pause the conversation because emotions are too heated. And it certainly cannot deliver the well-timed dad joke that breaks the tension (believe me, I’ve tried this).
In other words, AI may be able to provide the scaffolding for a productive session, but it cannot replace the human element of guiding people through complex, personal decisions. Human-in-the-loop is essential, no matter what tool you are using – real judgment, empathy and accountability can never be automated away.
A balanced approach
So, should you trust AI with something as important as succession planning? The answer is: not entirely. But should you use AI to support the process? Absolutely. The smartest path forward is to blend AI and human moderation rather than choosing one over the other. Here is what that might look like in practice:
- Use AI to draft a framework: Start by asking an AI tool to generate a detailed checklist of succession planning considerations. Review it with your moderator to adapt it to your unique situation.
- Use AI to prepare participants: Have it draft agendas, talking points and questions. Share these with stakeholders ahead of time so they come into the room prepared.
- Use AI to capture outcomes: During or after each session, use AI note takers to summarise notes, track decisions and flag outstanding issues. This helps maintain momentum and ensures there is follow-through.
- Blend AI with human moderation: Combine the two to get the best of both worlds – structure and thoroughness from the machine, plus empathy and adaptability from the human.
Why dealers should pay attention
Dealers face unique challenges in succession planning. Many are family-owned businesses where personal relationships overlap with business decisions. Some have next-generation leaders eager to take over, while others struggle to identify successors at all. In either case, the risks of not planning are significant.
Without a clear succession plan, dealers risk losing customer confidence, employee loyalty and even business value. Competitors are quick to take advantage of uncertainty. Banks and suppliers may be less willing to extend credit. Employees may start looking elsewhere if they sense instability.
Using AI as part of your process can help you move faster, stay organised and reduce the overwhelm that often leads dealers to procrastinate. It cannot solve every problem, but it can ensure you do not stall simply because you do not know where to start.
Getting started
If you are intrigued but unsure how to begin, here are some practical first steps:
- Start small: Use a chat assistant like ChatGPT to generate a simple checklist of succession planning items. Share it with your partners or advisers and use it as a starting point.
- Experiment with documentation: Try an AI note taker like TimeOS or Fireflies in a meeting. Compare what it captures to what you normally take down.
- Look for gaps: Upload your current plan into an AI tool and ask it to identify missing pieces. You may be surprised at what it catches.
- Engage a human moderator: Do not skip this step. AI can support but not replace the trusted perspective of a human moderator.
The smart approach
Succession planning is too important to leave to chance. As a dealer, you owe it to yourself, your family, your employees and your customers to create a thoughtful plan.
While AI is not ready to take over as the sole moderator of these discussions, it can be a powerful tool to create frameworks, prepare participants and document outcomes.
The smartest path forward is to blend AI and human moderation rather than choosing one over the other. AI brings structure and memory. Humans bring empathy and judgement. Together, they can make the succession planning process smoother, faster and more effective.
The dealers that embrace this balanced approach – and I’ve seen this first-hand in my work with clients – will not only be applying smart strategy but also showing employees and customers that they are serious about the future. They will be better prepared for what comes next and will send a strong message: “We are here for the long term, and we are planning for tomorrow, today.”
And hey, if nothing else, you will have an assistant in the room who never interrupts, never plays favourites and won’t argue with you over who gets the corner office.
West McDonald is founder of GoWest.ai and a recognised expert in AI solutions, with extensive experience across various technology sectors
