How & Why to Get Ahead of the 2025 European Accessibility Act with Cognigy

One in four EU citizens has some form of disability, and there are 9 months left until your digital customer service has to be EAA compliant. Are you ready? On June 28th, 2025, businesses in the European Union (EU) or those operating within it and offering digital products and services must comply with new digital accessibility standards based on WCAG. That means if you offer any form of digital customer service, this affects you whether you’re in the United States, Australia, or anywhere else in the world! Ignoring compliance isn't just risky—it's a sure-fire way to invite fines and costly legal disputes,  and we’ve seen even titans such as Amazon and Apple aren’t immune to EU law like the GDPR. Luckily, Cognigy’s webchat delivers AA compliance, ensuring your digital customer service is good to go. So, what are the EAA, WCAG, and VPAT, why do they matter,  and how do they benefit you?  

What is the EAA? 

In simple terms, the European Accessibility Act aims to break down the barriers people with disabilities face when accessing digital products and services. With around 27% of EU citizens having some form of disability, this is no minor issue.  

The EAA creates a unified set of rules across the EU, targeting everything from websites and e-commerce to telecommunications. Since all customer service is digital, it will impact how you communicate with and serve your customers. It is similar to Section 508 of the Rehabilitation Act, which sets similar standards in the United States. 

But this isn’t just a recommendation or best practice; in nine months, it will be a legal obligation. The EAA emphasizes that accessibility isn’t a perk—it's a fundamental right.  

Wait, Isn’t This Just WCAG All Over Again? 

Basically yes! The Web Content Accessibility Guidelines (WCAG), specifically WCAG 2.1 Level AA, are central to the EAA’s requirements. If you’re already familiar with WCAG, you’re halfway there. The EAA builds on WCAG’s four core principles: digital content must be perceivable, operable, understandable, and robust. Meeting these standards means your services will be more user-friendly, not just for people with disabilities but for everyone. Given the often abysmal quality of customer service, putting the force of law behind WCAG standards is something that will benefit all of us.   

Who Does the EAA Apply To? 

Similar to the GDPR, the EAA doesn’t just apply to those based in Europe, but businesses offering products and services there. That means: 

1. Both the private and public sectors 
2. Any business with at least 10 employees and a turnover of over €2 million 
3. Any business that trades or sells within the EU (regardless of where its HQ is) 

However, for those small businesses in point two who are initially exempted, compliance will still be mandatory by 2030! 

5 Examples of Digital Accessibility 

Physical accessibility is easy to imagine with things like wheelchair ramps, elevators, and push-button or automatic doors. But what do you need to do to be EAA compliant as it concerns digital customer service? Here are five of the most important examples, but if you’re already using Cognigy’s Webchat v3, you’re covered.  

1. Keyboard Accessibility: Ensuring all website functions work via a keyboard helps users with mobility impairments navigate sites without a mouse. 
2. Captioning and Transcripts for Multimedia: Providing captions and transcripts for videos and audio content makes them accessible to deaf or hard-of-hearing users. 
3. Color Contrast: Using sufficient contrast between text and background improves readability for users with visual impairments. 
4. Resizable Text: Allowing users to resize text up to 200% without content loss ensures readability for those with low vision. 
5. Accessible Forms: Properly labeling form fields ensures screen readers can accurately identify their purpose for users with visual impairments. 

Consequences of Non-Compliance

Even tech giants like Microsoft, Google, and Apple haven’t managed to escape colossal fines for violating EU laws such as the GDPR. And if companies have more lawyers than a small country that has people who can’t manage, you probably won’t either. Here's what's at stake: 

1. Fines: Yep, they’re coming for your wallet. The size of these penalties depends on how long and how severely you're out of line. 
2. Legal Action: If we’ve learned anything from the GDPR, it’s that it’s far cheaper to comply than play fast and loose with the rules. 
3. Market Restrictions: Non-compliant products or services may be barred from being sold in the EU, which is, you know, only a mere 27 countries.  
4. Reputational Damage: The only thing about as fast as the speed of light is how quickly people complain on social media. Save yourself the headache and brand damage while improving CX. 

Four Benefits of Compliance 

Staying compliant is about more than avoiding penalties since it’s a legal requirement anyway—it’s about future-proofing your business in a way that honestly improves the quality of your service for everyone, not just those with disabilities.  

But along with the stick comes the carrot. The 2025 EAA offers benefits for both you and your customers including: 

1. Harmonization of Accessibility Laws: The EAA harmonizes accessibility rules across all EU member states, creating a consistent framework for accessibility requirements. That makes it much easier for businesses to comply.  
2. Improved Usability & Customer Satisfaction: The EAA improves the quality of digital customer service, regardless of who you are. This will benefit all of your customers and maybe even add a CSAT point or two!  
3. Cost Reduction: An EU-wide standard reduces legal and compliance costs for businesses that now have a clear, single standard to follow across all 27 countries.  
4. Market Opportunities and Social Responsibility: EAA compliance helps companies demonstrate their commitment to inclusivity and social responsibility. 
5. Section 508 compliance: Cognigy’s new Webchat v3 is not only EAA compliant but also fulfills the requirements of US Section 508 for Americans.  

Here’s How to Comply: 

Unlike other standards, there’s no official "Certificate of Compliance" for the EAA yet. It’s up to each business to make sure they’re hitting the mark, often through internal or third-party audits. This means compliance isn't a one-and-done deal; it requires ongoing effort and vigilance to keep up with the WCAG guidelines. For digital customer service, it will require reviewing solutions from each vendor and whether they are already compliant or not. And the quickest way to get started is getting their VPAT (sorry, the acronyms never end!).  

The VPAT: Your Self-Check Tool 

A Voluntary Product Accessibility Template (VPAT) is a report card for your product’s accessibility. It's not a requirement, but it’s a great way to show you’re taking this seriously. The VPAT outlines how your product or service measures up against accessibility standards, identifying any areas for improvement. It's your evidence of commitment to accessibility, particularly useful for public sector clients or those doing business in the EU. You can find Cognigy’s VPAT here.  

You’re Good to Go with Cognigy Webchat v3 

Worried about ticking all those accessibility boxes? Cognigy Webchat v3 is WCAG 2.1 Level AA compliant and underwent a rigorous independent audit by UserWay in July 2024. By adopting Cognigy’s conversational AI, your business can bypass much of the compliance headache and focus on delivering top-notch customer experiences. It’s a proactive approach that saves time, cuts costs, and positions your business for success. Moreover, you can check both the EU’s EAA and America’s Section 508 off at the same time.  

You can find all the key details here: 

1. Q3 Tech Update overview of WCAG features 
2. Cognigy 4.84 Update 
3. Cognigy’s VPAT 
4. Cognigy Trust Center   

Wrapping Up 

With the EAA’s deadline rapidly approaching, now is the time for businesses to prioritize compliance. Not only will this help to stay compliant and avoid penalties but it will also help ensure compliance with similar regulations in the United States, all while creating a more inclusive and seamless customer experience for everyone! Cognigy Webchat v3, already WCAG 2.1 Level AA compliant, ensures that your digital customer service meets these standards, saving time, and costs, and positioning your business for future success. Come next June, you can either be scrambling at your desk beneath artificial lights to meet the deadline or outside enjoying the sun and summer! 

Download our free eBook to find out more: here