Appdome, a no-code, AI-driven mobile app security platform, has launched a new AI-based support tool designed to help mobile app users deal with security threats and fraud as they happen. The company announced the product, called Support Agent, at Black Hat Europe.
Support Agent is an upgrade to Appdome’s earlier AI agent and is built to work directly inside mobile applications. It guides users through the steps needed to identify and remove threats such as malware, trojans, and other risks on Android and iOS devices. The tool uses a conversational format, allowing users to interact with the agent in real time while the issue is happening on their device.
Unlike traditional security tools that focus only on detection, Support Agent is designed to help users understand what went wrong and what to do next. It gives clear, step-by-step instructions based on the specific device, operating system, and type of threat involved.
“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 a 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 fast.”
When a threat appears during an app’s use, Appdome creates a unique identifier called a ThreatCode. This code captures details such as the app, device model, operating system, and the type of attack. Support Agent reads this code to explain the risk and provide instructions tailored to the user’s situation.
“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 that 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.”
Because the process is automated, support teams no longer need to manually investigate or recreate the issue. Appdome said this can shorten resolution times, reduce support costs, and help users return to normal app use more quickly.
Support Agent is built around four main functions. It identifies and explains threats in simple terms, guides users on how to locate the issue on their device, provides clear steps to remove or disable the threat, and adapts instructions to the user’s specific device and software version. The goal is to reduce confusion, fear, and app uninstalls during security incidents.
The new tool also introduces a more interactive setup than Appdome’s previous Threat Remediation Center. Users, support teams, and security staff can ask follow-up questions, question the guidance, request new instructions if the first steps do not work, and save preferences for future cases.
Within Appdome’s platform, teams can also share recommendations across departments, tag colleagues to review complex cases, and discuss remediation steps in one place. Appdome said this approach helps security, fraud, engineering, and support teams work together using a shared process rather than separate tools and long email exchanges.