The rule. In the EU, accessibility requests on AI features are compliance work: the European Accessibility Act has applied to covered services since June 28, 2025, whatever interface delivers them.
Why. Directive (EU) 2019/882 required member states to apply their accessibility measures from June 28, 2025, and its scope covers services provided to consumers after that date, including e-commerce, consumer banking, e-books, and access to audiovisual media (Directive (EU) 2019/882, Articles 2 and 31). The scope names services, not technologies: the content exemptions cover things like pre-2025 archives and third party content, and none of them mention conversational or generative interfaces, so a chatbot sitting inside a covered flow inherits the requirements of the service around it. Support channels (help desks, call centres, technical support) must also provide accessibility information in accessible modes of communication (Annex I). One narrow exit exists: microenterprises providing services are exempt.
Seen in the wild. The September 2026 update of EN 301 549 (v4.1.1) is the first version developed specifically with the EAA in mind, and it adds an annex mapping the standard's requirements directly to the Act (verified as of September 10, 2026).