Appdome has unveiled Support Agent, an upgraded Agentic AI tool designed to help mobile brands, support teams, and end users identify and remediate on-device threats in real time. Announced at Black Hat Europe, Support Agent offers guided, conversational workflows for tackling malware, trojans, device risks, and fraud on both iOS and Android devices.
“Cybersecurity, fraud, and network teams can’t just detect attacks—they need to address the end-user impact,” 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 remove threats fast.”
Threats Are Growing—and So Are the Solutions
Even careful mobile users face risks from malicious apps, compromised devices, AI-generated deepfakes, and social engineering scams. Threats are increasingly disguised as legitimate apps, utilities, or AI assistants, making manual detection and remediation slow and error-prone. Support Agent addresses these challenges by combining Appdome’s threat intelligence with Agentic AI reasoning to provide step-by-step instructions tailored to the user’s device, OS, and specific attack.
How Support Agent Works
Support Agent replaces manual remediation workflows with digital, automated guidance, using Appdome’s proprietary ThreatCode™ system. Each threat is fingerprinted based on the app, OS, device model, and attack type. Support Agent then deciphers this ThreatCode to provide:
- Rapid Threat Identification: All threats are explained clearly so users understand the risk.
- Detailed Threat Discovery: Step-by-step guidance for locating threats, from easy to advanced.
- Precise Threat Removal: Instructions tailored to the user’s device and OS, ensuring effective remediation.
By automating discovery and resolution, Support Agent reduces support costs, fraud exposure, and user frustration, while improving trust and retention.
Collaboration at the Core
Unlike its predecessor, Support Agent integrates a collaborative workflow, allowing support teams, cyber teams, fraud teams, and end users to:
- Ask questions and challenge instructions.
- Receive updated guidance if initial steps fail.
- Save preferences for future remediation.
- Share recommendations with stakeholders for complex or unusual attacks.
“This collaborative approach transforms mobile threat remediation,” said Richard Stiennon, Chief Research Analyst at IT-harvest. “It brings support, cyber, fraud, and engineering teams together in a unified, AI-driven process.”
Enterprise-Grade AI with Privacy Guardrails
All reasoning happens inside Appdome’s enterprise platform, ensuring strict security, privacy, and governance. No personal data is sent to external AI models, and Tenant-scoped isolation plus No-Learning/No-Retention policies keep ThreatCodes and remediation workflows fully contained. Enterprises retain full audit, access, and governance control, allowing safe deployment of Agentic AI remediation across apps, regions, and business units without compromising privacy or compliance.
“With Agentic AI, there’s no reason to investigate and resolve threats manually,” said Diego Gonzalez, lead engineer on Support Agent. “We can provide step-by-step instructions that fit the specific scenario, saving time and reducing risk for both users and organizations.”
Support Agent sets a new benchmark for mobile threat remediation, empowering end users and support teams to proactively manage malware, fraud, and device risks with speed, precision, and confidence.
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