Appdome announced at Black Hat Europe the launch of Support Agent, a dramatic upgrade from its previous agentic AI agent designed to support end users who face threats, malware, and fraud when using mobile applications.
Support Agent, built for mobile brands, mobile support teams, and integration into mobile applications, provides detailed instructions to remediate on-device threats inside a conversational model that allows users to interact with the agent in real time. Support Agent brings the full power of agentic AI to the job of supporting mobile end users, offering unprecedented discovery, speed, and precision in resolving even the toughest malware, trojans, device risks, and other threats impacting Android and iOS users.
“Cybersecurity, fraud, and network teams can’t simply detect and prevent attacks; they have to address the end-user impact and maintain real users as part of the business,” said Tom Tovar, CEO and co-creator at Appdome. “Support Agent connects the power of a fully aware agentic AI system to a specific threat on an end user’s device and allows users to interact with the agent to understand and remove the threat quickly.”
In today’s mobile ecosystem, even the most careful users can unknowingly end up with malicious or compromised apps, devices, operating systems, and connections. Threat actors increasingly disguise malware as legitimate apps, utilities, financial tools, lifestyle apps, or AI assistants, sometimes distributed through legitimate app stores. In addition, social engineering scams can cause users to lose control of their applications, devices, or sessions. Attackers can also use AI-created deepfakes and synthetic identities to infiltrate and take over accounts. As a result, consumers often have no idea that a threat exists until their account, identity, or device is already at risk.
“Support Agent combines Appdome’s threat data with agentic AI reasoning to help mobile end users get rid of threats the moment they are discovered,” said Chris Roeckl, chief product officer at Appdome. “The instructions Support Agent provides are tailor-made to fit the specific attack scenario occurring on the user’s device, including the device type, OS version, attack source, and steps the user can follow.”
Use digital workflows to resolve on-device threats
Support Agent replaces manual work and puts digital workflows in the hands of mobile support teams and in-app support chatbots to resolve threats in real time. As threats arise in the mobile app lifecycle, Appdome generates a unique ThreatCode associated with each attack. The ThreatCode encapsulates and fingerprints the mobile app, OS, device, device model, and threat each user is facing.
Support Agent deciphers this ThreatCode to provide detailed information about the threat and instructions on how to find and resolve it on the user’s device. Because the remediation workflow is automated, there is no manual discovery, reproduction, or investigation needed. Faster resolutions also improve trust and satisfaction, lower support costs, reduce fraud, and get users back to using applications.
Taken together, Support Agent provides four key benefits compared with other approaches:
- Rapid threat identification. All threats are identified and explained so users understand the risk posed by each threat.
- Detailed threat discovery. Guided discovery on how to find each threat on the end user’s device, from basic to advanced techniques.
- Precise threat removal. Step-by-step instructions for disabling or removing threats, tailored to each device and OS.
- Improved user confidence. Clear guidance reduces fear, abandonment, and app uninstalls during security incidents.
With Support Agent, mobile support teams and end users no longer have to spend hours researching threats or guessing how to resolve them.
“Mobile brands need to operationalize support for end users who face mobile threats,” said Richard Stiennon, chief research analyst at IT-harvest. “Support Agent empowers end users to address in-app threats with guided, contextual remediation that has been missing from mobile security.”
Challenge and collaborate to solve mobile threats
Unlike its predecessor, Threat Remediation Center, Support Agent operates inside a collaborative framework that allows mobile support teams, cyber teams, and end users to ask questions, challenge guidance, request new instructions, and retain preferences for future remediations.
Within Appdome, teams can share Support Agent recommendations with stakeholders across cybersecurity, fraud, engineering, and support, tag collaborators to review complex attacks, and comment on remediation steps. This unified, AI-driven workflow replaces siloed investigations and fragmented communication with a single remediation model for every app, user, and threat.
“With agentic AI, there’s no reason to investigate and resolve threats manually,” said Diego Gonzalez, lead engineer on Support Agent at Appdome. “AI can research devices, operating systems, menus, and settings to generate precise, step-by-step instructions for each attack scenario.”
Enterprise-grade environment with guardrails
Support Agent operates entirely within Appdome’s enterprise-grade platform, which enforces strict security, privacy, and governance controls. No personally identifiable information is used, and no data is sent to public AI models. ThreatCodes, device attributes, remediation workflows, and user interactions remain fully contained within the platform under tenant-scoped isolation and no-learning, no-retention policies.
Full audit and access controls remain with enterprise users, enabling secure deployment of agentic AI remediation across regions, business units, and app portfolios without compromising privacy or compliance.
For more information about the Appdome Support Agent, visit the company website.
About Appdome
Appdome’s mission is to protect every mobile business and user from scams, fraud, bots, and attacks. Its AI-native platform is designed to secure mobile applications, networks, APIs, and customer identity across Android and iOS. Appdome uses AI to generate on-demand defense plugins and provide real-time threat intelligence, risk assessment, and remediation for mobile enterprises.
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