A context-driven voice-control system and method for enabling users to control customer service activities related to live broadcast programming, recorded programming, streaming programming, and on-demand programming using vocal selection by the user. The context-driven voice-control system and method may also enable users to control one or more of account management activities using vocal selection by the user, authentication to authorize changes to their account using vocal selection by the user, and troubleshooting of equipment and system capabilities using vocal selection by the user. The context-driven voice-control system and method dynamically generates and presents a list of available control and support pathways to a user based on the user attributes and the voice control requests.