What is the Accessibility Strengthening Act (BFSG)?
On June 28, 2025, it's time: Germany's Accessibility Strengthening Act (Barrierefreiheitsstärkungsgesetz, BFSG) comes into force. For many e-commerce companies, the message is clear: your digital offerings – including chatbots – must be accessible. If you ignore the requirements, you risk fines, frustrated customers and a clear competitive disadvantage.
The good news? With melibo, you're well prepared. Our chatbot solutions aren't just intelligent and efficient – they're also designed to meet the BFSG requirements.
The BFSG transposes the European Accessibility Act into German law. The goal: people with disabilities should be able to participate equally in digital life.
This doesn't just affect authorities or public institutions but explicitly the private sector too – especially online shops, service providers and platform operators.
Affected are, among others:
- Online shops
- Mobile apps
- Digital self-service solutions
- Chatbots and customer service widgets
What the BFSG requires of chatbots
For a chatbot to count as accessible, it must meet the following criteria:
🔊Screen reader compatibility
The chatbot must work smoothly with screen readers such as Windows Narrator, JAWS or NVDA. For blind and visually impaired users, this means all content can be read aloud and navigation is possible.
🎯 Keyboard navigation
All functions must be fully operable by keyboard – without a mouse. Focus always stays within the chatbot widget. Only the “Esc” key or the close icon takes you back to the website.
🏷️ ARIA labels & semantic structure
Interactive elements need clear descriptions for assistive technologies. Clean, semantic code is a must.
🔍 Scalability & zoom
The widget must remain fully usable even at high magnification (e.g. 200–250%) without content being cut off.
🎨 High color contrast
Text, buttons and backgrounds need enough contrast to be easily readable for people with visual impairments.
💬 Simple, clear language
Complex wording is off-limits. The chatbot communicates in easy-to-understand language so all users can grasp the content.
🖼️ Alt text for images and videos
Multimedia content must have alternative text so screen readers can capture it.
🔄 Regular review & optimization
Accessibility isn't a “one-off project” but an ongoing process. Technical updates, usability tests and user feedback make sure the chatbot stays accessible over time.
melibo: your accessible partner in customer service
Our chatbot solutions already meet almost all BFSG requirements today:
- Screen reader tested – successfully tested with the Windows screen reader
- Keyboard navigation fully implemented – including focus management and Escape function
- ARIA labels and clean semantic code – reviewed and optimized multiple times
- Zoom-proof up to 250% – no broken layouts or cut-off content
- High color contrast – already built into the standard version
- Clear, easy-to-understand language – accessible to all users
- Alt text for icons and images – integrated by default
- Regular updates and accessibility checks – a fixed part of our development
And the best part: while melibo ensures your accessibility, you also benefit from all the other advantages of our solution.
🚀 24/7 support with no waiting times
🚀 Automation of up to 60% of all service requests
🚀 Seamless integration with your helpdesk and shop system
🚀 Top customer satisfaction at lower cost
Conclusion: through the BFSG safely with melibo – and beyond
The Accessibility Strengthening Act is coming – and that's a good thing. Accessibility doesn't just mean legal compliance; it also means better service, greater reach and more satisfied customers.
With melibo, you don't need to worry. Our chatbots aren't just ready for the BFSG – they're ready for the future of your e-commerce.
