AI for business · Regulation
European Accessibility Act
Online shops, banking, e-books, transport ticketing and electronic communications must be accessible to people with disabilities.
In forceEUConsumers, platforms, mediaDirective (EU) 2019/882
What it means for AI
If a chatbot or voice assistant is the way customers reach your service, it must also be accessible (e.g. usable with a screen reader, with a text alternative to voice). AI can help — automatic image descriptions, captions — but results must be checked.
What you must do
- Covered services: meet the accessibility requirements and publish an accessibility statement.
- Micro-enterprises providing services are exempt.
Examples
An e-shop replaces its contact form with an AI chatbot
Make sure the chatbot works with a keyboard and screen reader — otherwise keep an accessible alternative.
Key dates
The accessibility requirements apply.
Official sources
Related regulations
General information, not legal advice — consult a lawyer for borderline cases. Regulations reviewed on 29 Sep 2026.